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Service Manager with German

Há 1 mês

Lisboa, Portugal HCL Technologies Tempo inteiro

**Service Manager**

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. With a worldwide network of R&D, innovation labs and delivery centers and ‘Ideapreneurs’ working in 50 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

We are a renowned global IT service and consulting company, presently developing our tech footprint in Lisbon (Parque das Nações).

The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.

**Responsibilities**
- Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client’s services and performance are aligned with the Customer’s business plans
- Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.
- Relationship Management
- Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
- Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs
-  Operational / Performance Management
- Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted
- Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
- In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
- Identify ongoing benefits, opportunities, and innovation for continual service improvement
- Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes
- Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
- Participate in business meetings and general inputs in day-to-day improvements

**Qualifications & Experience**
- Minimum Requirements _
- Bachelor's / Masters degree or equivalent in related field
- Power Point, Excel, Outlook, Word, Microsoft Teams
- Professional Certifications_
- ITIL V3/v4 certification
- CISCO CSM

**Competencies/Skills**
- Communication Skills
- Creativity and innovation
- Adaptability & Flexibility
- Vision and Strategy
- Developing Others and Themselves
- Organizational Awareness
- Conceptual Thinking and Problem Solving
- Action Management
- Business Planning and Resource Management

Financial & Budgeting Management

**Languages**
- German C2 level of fluency
- English B2 level of fluency

**Benefits and Perks**
- Permanent Contract
- Hybrid Work Model
- Business hours (Monday to Friday)
- Well rounded Health and Life Insurance Packages

**Tipo de oferta**: Integral/Full-time

**Benefícios**:

- Cartão/Ticket refeição
- Seguro de vida
- Seguro saúde

Horário de trabalho:

- Turno de 8 horas

Requisito de idioma flexível:

- Português Não Necessário