SOC Service Delivery Manager

2 semanas atrás

Lisboa, Lisboa, Portugal Umatch Tempo inteiro

Estamos à procura de um SOC Service Delivery Manager altamente motivado para se juntar à nossa equipa e integrar projetos numa empresa de Serviços e Consultoria de IT.

Se te consideras uma pessoa flexível e proativa e desejas enfrentar novos desafios profissionais, envia-nos a tua candidatura Estamos ansiosos por fazer parte do teu crescimento e certamente que iremos construir um futuro de sucesso juntos

Principais tarefas

  • Assegurar a execução dos serviços contratados, de acordo com os termos contratuais e níveis de serviço, e seguindo um processo contínuo de gestão de expectativas
  • Ser o principal responsável pela execução dos serviços e níveis de desempenho, internamente e perante o Cliente
  • Gerir a comunicação com os clientes, no âmbito da execução dos serviços
  • Gerir o cumprimento dos níveis de serviço
  • Gerir o acordo contratual, incluindo alterações ao mesmo
  • Gestão de custos do contrato
  • Gestão de prioridades, em situação de conflito
  • Ser responsável pelo resultado (não execução) das diferentes tarefas
  • Assegurar a resposta às reclamações
  • Gestão de Fornecedores, quando contratados
  • Identificação e acompanhamento dos riscos contratuais, quando aplicável
  • Gestão financeira, excluindo a gestão de faturas
  • Relatórios de serviço
  • Agendamento, execução e documentação de reuniões de serviço
  • Atualização de ferramentas e sistemas internos, a nível financeiro, operacional (ferramenta ITSM) e de gestão documental, no âmbito das funções de Service Manager
  • Gestão de Serviços SOC (Tempo médio de deteção (MTTD); Tempo médio de resolução (MTTR))
  • Avaliar e gerir o risco de acordo com o perfil de risco dos clientes
  • Construir, gerir e acompanhar os KPIs do SOC
Competências técnicas

  • Elevado sentido de responsabilidade
  • Compreensão clara e excelente nível de compromisso com os objetivos contratuais
  • Experiência na gestão e prestação de serviços SOC num ambiente multinacional
  • Elevado nível de resiliência e resistência ao stress
  • Licenciatura ou equivalente (formação ou experiência profissional)
  • Mais de 3 anos de experiência em funções similares
  • Conhecimentos alargados na área das TI
  • Sólidos conhecimentos da função de Gestão de Serviços
  • Certificações em quaisquer metodologias de gestão de serviços relevantes (ITIL, ISO20000, ISO27001)
  • Fluência em inglês
Competências pessoais

  • Dinamismo e iniciativa
  • Aptidões de gestão de riscos
  • Capacidade de análise e resolução de problemas
  • Boa capacidade de comunicação
  • Facilidade de relacionamento interpessoal e espírito de equipa
  • Concentração na obtenção de resultados
  • Capacidade de lidar com o stress e controlo emocional
Ficaste interessado/a nesta oportunidade?

Envia-nos o teu CV.

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