Service Manager

Há 1 mês

Lisbon, Portugal Hitachi Careers Tempo inteiro

We're Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world's potential. We're people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what's now to what's next. We make it happen through the power of acceleration.

Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don't expect you to 'fit' every requirement - your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

The role

As Service Manager, you will be pivotal in ensuring the smooth operation of our client engagements. Your responsibilities will include a strategic relationship with Governance, Risk Management, and Compliance and your main responsibilities will include controlling application performance, managing teams in other regions responsible for audits, testing and tracking deficiencies, and serving as the main point of contact with our customers. Additionally, you will play a crucial role in presenting reports to stakeholders, providing insights on the present status, identifying issues, and suggesting improvements. We are seeking a strategic thought partner who is proactive, curious, detail-oriented, and unafraid to ask 'why'.

Responsibilities
  • Execute control activities according to defined frequencies.
  • Monitor control performance and compliance, including execution, fine-tuning, and identifying deficiencies.
  • Identify and communicate changes impacting control design and operations.
  • Ensure timely quarterly confirmation of control compliance.
  • Provide comprehensive support to management testers and external auditors.
  • Follow up on deficiencies and findings with application managers.
  • Ensure weekly reporting to management, and audit tracking (external & management testing).
  • Service transition and acceptance into service of new and changed services.
  • Management of SLA's, KPI's, and contractual obligations.
  • Ensure service quality and customer satisfaction.
What you'll bring
  • 5 to 10 years of experience in ITO/BPO operations.
  • 3 to 5 years of experience as a Service Manager
  • Experience managing mid-size teams.
  • Strong client-facing experience.
  • Proficiency in Compliance Check Controls for Application Management.
  • Professional experience with SAP and Oracle.
  • Proficiency in generating weekly reports.
  • Fluency written and spoken in English.
  • Flexibility to travel frequently.
Championing diversity, equity, and inclusion

Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We're also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We're always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you'll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

About us

We're a global, team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.

We're proud to say we're an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.

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