About Us

We support our customers in their digitalization journey with our deep technical expertise.

GlassHouse (and e& Enterprise owned company) has a rapidly growing business, and it has many opportunities with its dynamic & energetic environment. We have offices in İstanbul, Ankara, İzmir, South Africa and Qatar.

Come to join us!

Responsibilities

• Managing GlassHouse IT Infrastructure projects in accordance with PMI processes
• Participating in the contract management process of new projects
• Managing the set up and presentation stages of current projects to be inline with the signed customer contracts
• Leading Service Delivery Management of company's ongoing projects
• Leading the customer satisfaction process
• To ensure customer satisfaction regarding the services provided, to share feedback and suggestions from customers with managers.
• To manage and follow up all technical, commercial and legal studies required to ensure contractual obligations committed to customers.
• To work with operations teams providing 24/7 service to fulfill the Service Level Commitments (SLA) committed to customers.
• To act as the escalation point for customer complaints and to lead the necessary studies to produce solutions by proactively following customer feedback.
• To coordinate the GH and customer technical team, to make the necessary technical and commercial escalations,
• To represent the operations team in audit studies to be received from customers and authorized authorities and to be responsible for making the relevant preparations.
• To make developments and improvements in line with Quality Control Processes and Requirements.
• To guide the operations team regarding the processes within the scope of ITIL Service Management Methodology regulations, to inform them about updates in the regulations, to report and define innovations.
• Define, manage, follow and report the compliance of the company and customers with the procedures and processes within the scope of BDDK, ISO9001 and ISO27001 principles.
• Determine and report the Information Security risks of the company and customers.
• Follow the processes and developments in the regulations, create a process map about innovations and report.

Qualifications

• University Degree from a reputable university
• Gained experience on ITIL management processes
• 6 years of experience preferably in Project Management area (Being PMP certified is a plus)
• Minimum 2 years experience on contractual management processes is a plus
• SAP Basis project management and service management responsibility is a plus
• Fluent in English
• Demonstrated ability to lead programs/projects
• Ability to identify opportunities and implement changes that improve existing processes
• Ability to perform and adapt in a changing environment
• Working effectively with internal & external customers and stakeholders