Sac Bo Enterprise Service Manager

6 meses atrás

Lisboa, Portugal Vodafone Tempo inteiro

**What's in it for you**:
Services Assurance Backoffice for the role of Enterprise Technical Service Manager (Senior technical enterprise role to participate on EBU projects to address technical support needs and get E2E knowledge of technical solutions. Also in an incident context, ensure coordination across different operational verticals to resolve enterprise complex scenarios and pursue opportunities for improvement in terms of support.

**What you’ll do**:

- Customers Enterprise interface for EBU, Engineering and COPs. Inside network operation acts as E2E aggregator across other operational verticals;
- Coordinates and assurance of service improvement programs inside operations;
- Coordination of enterprise critical incidents;
- Follow-up critical incidents;
- Coordination of transversal problems;
- Escalation of problems;
- Tools that improve support abilities on Operational area;
- SLA gate keeper and reporting of service indicators;
- Provide more technical details of the incident and/or problem and status of the investigation (teams involved, resolution strategy, workaround to be considered, message to be communicated if the customer complains) as well as what is being done to prevent new occurrences.

**Who you are**:

- Organisational skills and competences:

- Strategic holistic view of organization process;
- Able to manage complex and ambiguous environment;
- Strong Team Spirit.;
- Focus on results and root cause analysis;
- Strong focus on customer service;
- Social skills and competences:

- Sociable: treats other constructively and ability to learn from experience;
- Reliable, builds confidence in others;
- Listening competences;
- Curious, looking for solutions;
- Resilient;
- Technical skills and competences:

- Work under pressure and crisis scenarios;
- Communicate skills to explain technical situations /status towards non-technical communities;
- Knowledge on corporate services solutions;
- Able to delivery through other.
- Product owner for Operational requirements on EBU projects (Capture operational requirements needs at project level to be delivered before project goes live);
- Incident manager skills: fixed, mobile and TV technical skills special on solution E2E view in order to support incidents handling;
- High level of autonomy and high level of organizational awareness;
- Reporting capabilities to control enterprise service delivery by Operational area;
- Portuguese/English Language proficiency.

**Not a perfect fit?**:
**Together we can**:

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