Senior Service Manager

3 semanas atrás

Lisboa, Portugal Celfocus Tempo inteiro

**Make an impact** by working for sectors where technology is the enabler, everything is ground-breaking and there’s a constant need to be innovative.

**Be part of the team** that combines business knowledge, technological edge and a design experience. Our different backgrounds and know-how are key in developing solutions and experiences for digital clients.

**Face challenges** and learn other ways of thinking and seeing the world - there’s always room for your energy and creativity.

**About the role**

Provide the highest level of customer service with a business-oriented attitude while developing lasting customer relationships by managing the service team and their daily activities (customer service interactions, reports, and repairs), contributing to the internal high-quality standards, client satisfaction, and business's sustainable growth.

**As a part of your job, you will**:

- Support the Service Delivery Manager in delegating and managing the service team's tasks and activities, monitoring the progress of current projects to ensure the achievement of the team's objectives and sales goals;
- Develops relationships with external clients to assess their technology, support, and security needs;
- Offers innovative solutions that meet client's needs while remaining cost-effective;
- Manages projects by creating timelines, adhering to budgets, and assigning staff members;
- Establishes client and sales goals, and tracks progress and other metrics;
- Coordinates troubleshooting, support, and service for equipment and networks when necessary;
- Be compliant with internal procedures, policies and guidelines, and external regulations, promoting and reinforcing an ethical, safe, and healthy work environment;
- Lead and coach the team, ensuring appropriate assessment, support, and development of the team members;

**What are we looking for?**
- Vendor Management, to manage vendor relationships effectively, including negotiating contracts, monitoring vendor performance, and resolving issues;
- Risk Management, have an understanding of risk management, including identifying potential risks, assessing the likelihood and impact of risks, and developing risk mitigation strategies;
- Continuous Improvement, review and evaluate service delivery processes to identify areas for improvement and make necessary changes. They should also encourage a culture of continuous improvement within their team;
- Change Management, including communicating changes to stakeholders, assessing the impact of changes, and minimizing disruption to the organization;
- Extensive experience as a Service Manager (+5 years is mandatory)
- Availability to travel occasionally.

**Nice to have**:

- ITIL Foundation certification;
- PMP, Six Sigma, and PMI Risk Management Professional.

Personal traits:
Ability to adapt to different contexts, teams and Clients

Teamwork skills but also sense of autonomy

Motivation for international projects and ok if travel is included

Willingness to collaborate with other players

Strong communication skills

We want people who like to roll up their sleeves and open their minds. Believe this is you? Come join the Team

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