IT Service Manager
Há 6 dias
Elementis | Service Manager | IT
**Your new company**:
Elementis is a global specialty chemicals company, with over 1,300 employees working at 23 locations across the globe. They create high-value specialty additives that enhance the performance of their customers’ products and make a positive change in the world.
Elementis is establishing a new office and modern laboratory in Porto, Portugal. They offer exciting roles in Research & Development, Human Resources, Finance, Logistics, Customer Service, Regulatory/Product Stewardship, Sales & Marketing, providing a diverse range of opportunities to grow and make an impact. Most of the roles are regional or global.
The European Service Manager le ads and d elivers IT s ervice to users in the European region and provides support and co -ordination for the 5 service suppo rt analysts in the Europe and Asia region s and external parties. The role works in partnership with the Service M anager in the US. IT service is delivered to Elementis employees throughout its international operations that include the US, UK, EU, Brazil, Taiwan and China.
**Your new role**:
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 3 rd 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 l ead 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 multi-customer communications so that the user community is informed and aware.
Service delivery
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 k eep 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 requirement s of Elementis.
**What you'll need to succeed**:
Bachelor's degree in Computer science, Information Systems or similar degree / professional qualification in related field.
5+ Years of experience in hands-on, service management or delivery role in a global heterogeneous technical environment. 2 years team leadership to demonstrate ability to co-ordinate and lead the IT Support Analysts.
Knowledge of service management operating methods
Verbal and written fluency in English.
This position will have a hybrid regime with a minimum of 3 days in the office. Whilst this role will be based at the Porto Hub, there will be occasions where you may be required to travel to other Elementis sites.
1030545
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