IT Service Delivery Specialist

1 semana atrás

Porto, Porto, Portugal Elementis Tempo inteiro
IT Service Delivery Specialist page is loaded

IT Service Delivery Specialist

Apply locations Porto time type Full time posted on Posted 25 Days Ago job requisition id R004940

About Us

Elementis is a global specialty chemical company, with 1,300 employees operating 17 manufacturing sites across the globe. At Elementis, we bring a distinctive combination of expertise, innovation, and teamwork to every formulation challenge.

We create high-value specialty additives that enhance the performance of our customers' products and make a positive change in the world.

Combining our leading positions in the science of materials flow, surface modification, and formulation with access to unique natural materials, Elementis delivers unique chemistry, sustainable solutions to customers in a wide range of markets, including cosmetics, anti-perspirants, decorative and industrial coatings, automotive and ceramics.

Job Description Summary


The European Service Manager leads and delivers IT service to users in the European region and provides support and co-ordination for the 5 service support analysts in the Europe and Asia regions and external parties.

The role works in partnership with the Service Manager in the US.

IT service is delivered to Elementis employees throughout its international operations that include the US, UK, EU, Brazil, Taiwan and China.

IT service is fundamental to all Elementis business operations.

Job Description

Position in Organization

Reports to Operations Senior Manager

Department:
IT Operations

Direct Reports:
Individual Contributor

Responsibilities

  • Service management
  • You supervise daily IT service to users, balancing provision across the regions with the available service analysts.
  • You train and share best practice with the other Service team, in particular the Asia and 3rd party team members, to assist and enable them to provide a good, consistent service.
  • You assess service performance and recommend, justify and implement improvements.
  • You lead engagement with relevant vendors, driving and optimising license and support costs and roadmaps for systems/services.
  • You manage escalations and service blockages to identify and resolve issues or problems that may affect the delivery or quality of service, such as troubleshooting, support and prioritizing competing claims for attention.
  • You identify and recommend improvements to existing approaches based on industry best practices and current technology trends.
  • You oversee multicustomer communications so that the user community is informed and aware.
  • Service delivery
  • You respond to queries and requests from users via phone, email, chat or ticketing system.
  • You guide and train users about how to use IT systems and applications effectively.
  • You engage professionally and collaborate with a diverse group of executives, managers, and subject matter experts.
  • On rotation with the rest of the Operations team, you will act as a duty manager and incident manager.
  • Managing external services and providers
  • You assess and make recommendations regarding the purchase of devices and support services. You manage and optimise contracts with vendors, service providers and licenses.
  • You establish and monitor service level agreements, key performance indicators (KPIs), and metrics to measure and improve the performance and quality of contracted IT services.
  • Best practice
  • You keep up to date with the latest IT trends, developments, and best practices, and ensure that the IT service is aligned with the operational and compliance requirements of Elementis.
Decision making

  • The role takes leadership on escalated service matters and incidents, engaging at the senior levels in the company and with highest priority service issues.
  • The role is highly influential in guiding Elementis service strategy and roadmap, and the consideration of IT operational issues in business decisions.
  • This role has autonomy to assign priorityorder to the user requests and tickets raised.
Additional Job Description

Job Competencies

  • Planning, prioritising, and aligning IT services with Elementis goals and priorities are key to optimising resources to deliver business needs. Therefore, strong organizational skills are required.
  • Optimise work processes: knowing the most effective and efficient workflow for getting things done is key to making the most of tight resources. Focus should be placed on continuous improvement.
  • Problemsolving: Strong problemsolving aptitude is critical to address the daily challenges and situations required to manage service.
  • Communicating effectively with stakeholders, such as senior management, vendors and users using written and verbal approaches is key in a global organisation.
  • Consistently focusing on driving results holding oneself accountable for the IT service.
  • Ability to coordinate and enable the IT Support Analysts so they, with the European Service Manager, can operate as an efficient, global team.
Technical Knowledge and Skills

  • Knowledge of standard operating systems, including standard Microsoft systems such as MS365 and Active Directory, software applications, hardware devices and ticketing systems, such as ServiceNow.
  • Willingness to learn new technologies and update skills.
  • Knowledge of service management operating methods.
  • Strong analytical skills required. Strong system diagnosis, problem solving and analytical reasoning skills.
  • Ability to work independently or as part of a team.
Position Requirements

  • Education: Computer science, Information Systems or similar degree / professional qualification in related field.
  • Experience: 5+ Years of experience in handson, service management or delivery role in a global heterogeneous technical environment.2 years team leadership to demonstrate ability to coordinate and lead the IT Support Analysts.
  • IT Skills: As above.
  • Language Skills: Verbal and written fluency in English.
  • Working arrangements: Minimum 3 days a week in the office
  • Traveling required: Occasional travel to other Elementis sites as required.
Welcome

What can you expect?

The steps in our recruitment process are as following:

Welcome meeting with a recruiter where you can learn more about the position and working at Elementis. We will ask you questions about your background and preferences to make sure the postions fits well.

2nd interview with the hiring manager and/or someone from the team

3rd Interview with someone from the team and/or HR


For senior positions, you are asked to take an assessment and you will have a 3rd interview to discuss the results.

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