Service Manager

6 meses atrás

Porto, Portugal FinTrU Tempo inteiro

**Vacancy Name**
- Service Manager

**Vacancy No**
- VN545

**Location City**
- Porto

**Overview of Role**
- FinTrU is looking for an experienced Service Manager to join our Technology team, based at our Offices in Porto.
At FinTrU, we are on a mission to establish robust IT service management (ITSM) practices.
As the Service Manager, you’ll be at the forefront of this initiative, shaping our services from the ground up. Your role will be pivotal in ensuring seamless service delivery, customer satisfaction, and continuous improvement.
This is a full-time role based at FinTrU office at Rua de Santa Catarina, with Hybrid working.

**Job Details**

**Key Responsibilities**
- **Service Design and Architecture**:

- Collaborate with stakeholders to define service requirements and design solutions.
- Create service blueprints, ensuring scalability, reliability, and security.
- Establish architectural guidelines for service components.
- **Commonality of Service Design and Transition**:

- Promote consistency across service design and transition phases.
- Facilitate knowledge sharing among teams involved in service delivery.
- **End-of-Life Processes**:

- Define processes for retiring outdated services.
- Coordinate end-of-life activities, including data migration and user communication.
- **Service Management**:

- Establish service-level agreements (SLAs) and key performance indicators (KPIs).
- Monitor service performance and address deviations promptly.
- Collaborate with technical teams to resolve service-related issues.
- **Managed Targets for Service Delivery**:

- Set clear targets for service availability, response time, and resolution.
- Ensure services meet or exceed agreed-upon targets.
- **Continuous Service Improvement**:

- Proactively identify areas for enhancement.
- Drive initiatives to improve service quality, efficiency, and user experience.
- **Alignment with Organisational Goals**:

- Understand FinTrU’s overall strategy and translate it into actionable service improvements.
- Align services with business objectives.
- **Customer-Centric Approach**:

- Prioritize customer needs and expectations.
- Foster a culture of exceptional service delivery.
- **Collaboration with Other Leads**:

- Work closely with development, operations, and security leads.
- Ensure seamless integration of services across functions.
- **Effective Service Delivery**:

- Manage incidents, problems, and service requests.
- Oversee service desk operations and escalations.
- **Service Desk Analyst Manager**:

- Lead and mentor a team of service desk analysts.
- Ensure timely incident resolution, excellent customer support, and adherence to SLAs.
- **Service Reporting**:

- Establish reporting mechanisms for service performance.
- Provide regular updates to stakeholders on service metrics, trends, and improvement initiatives.

**Qualifications and skills**
- Proven experience in service management or related roles.
- Familiarity with ITIL principles and best practices.
- Strong communication, leadership, and problem-solving skills.
- Experience managing third parties in an ITIL environment.

If you’re passionate about shaping IT services, driving excellence, and thrive in a dynamic environment, we invite you to join the FinTrU team
- **What's In It for You**

You will be able to structure your week how you see fit - we have flexible working arrangements available, and operate a hybrid working model between home and office.
- At FinTrU, we put the learning & development of everything at our core - you will have access to a company-wide budget for continual professional development. We understand that your development is our development.
- We reserve the right to alter or amend the shortlisting criteria at any time during the process._

**Education Level**

**Experience Level**
- 8 years

**Employment Type**
- Full Time

**Duration**
- Permanent

**Benefits**
- Generous company pension scheme
- Private medical insurance
- Health cash plan (UK only)
- Life assurance
- Income protection
- Hybrid working between home and office
- Minimum 25 days annual leave, plus all bank/public holidays
- Personal training budget
- Enhanced maternity and paternity pay
- Employee Assistance Programme
- Company-funded Christmas and Summer Parties
- Diverse and inclusive social and cultural calendar
- Flex benefits scheme (Portugal only)
- Cycle to Work scheme (UK only)

**Compensation Summary**
- Competitive Salary
- Performance related bonus
- Annual Salary Review
- Meal card (Portugal only)

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