End User Services Manager

2 semanas atrás

Lisboa, Portugal dentsu Tempo inteiro

Company Description
**About Dentsu international**

Part of Dentsu Group, Dentsu International is a network designed for what’s next, helping clients predict and plan for disruptive future opportunities and create new paths to growth in a sustainable economy. Dentsu delivers people-focused solutions and services to drive better business and societal outcomes. In the media space, this is delivered through three global leadership brands - Carat, Dentsu X and iProspect.

As part of the role, you will need to determine where, when and how often advertising should run to maximize performance and ROI. Determining the best combination of media, using tools & data to effectively reach the target audience(s) and achieve the clients’ objectives.

**Job Description**:
This role will lead the EMEA End User Services Team in the relevant markets. The End User Services Manager will drive results and handle tactical plans to improve end user’s experience with technology. This role will translate and oversee a strategic vision to introduce and integrate innovative and compelling technology.

While driving technology adoption in the relevant markets, this role will build relationships across the organization to drive through change and unblock problems as they arise. The End User Services Manager will manage the function's overall operational, budgetary and financial responsibilities and activities in the relevant markets.

**Main Responsibilities**
- Ensure the Desktop Services team is providing exceptional technical support to the business within service level agreements.
- Manage budget for Desktop Services team for responsible countries
- Consult with business and senior leadership to evaluate support requirements and execution planning.
- Advise on SLAs definition and reporting to identify technology and automation to improve services.
- Create and review KPI and CSF reports to report back to stakeholders on the service.
- Drive optimization efforts by identifying service issues and implementing improvements and procedures.
- Align Managers with companywide IT projects, changes and standards.
- Support service strategy by cascading to management and the wider team.
- Establish and maintain key relationships across leadership in business areas to ensure service success and adjust services as needed.
- Support Audits (internal & external) and Certifications alongside other tech functions.
- Support OneTrust Management alongside other tech functions.
- Support security implementations.
- Capacity and Demand management of local end-user services resources
- Support and assist responsible countries in assert management.

**Qualifications**:
Professional Skills:

- Excellent technical knowledge in all key areas of EUS technologies.
- Deep Office 365 knowledge.
- ITIL certified.
- Service Management and Service Delivery.
- Good financial understanding.
- Excellent communication skills.
- Proven multinational team management capabilities.

Key Experience:

- Multiple Country Experience.
- Management and communication of multiple and complex Stakeholders.
- Deskside Support and Management experience.
- Proven Technology Experience.

Personal Skills:

- Ability to communicate effectively with support team members, customers and 3rd parties.
- Ambitious and articulate with a desire to progress their career.
- Excellent customer service skills.
- Well presented.
- Ability to stay calm under pressure.
- Organized approach to work.
- Ability to manage multiple tasks at the same time.
- Positive and adaptable attitude.
- Collaborative workstyle.
- English Language Skills.

Additional Information
**Benefits & Perks**:

- Agile work environment
- 22 days of holidays + 3 wellness days
- Birthday day off
- Healthcare insurance for you

**Inclusion & Diversity**
- We value the strength diversity brings to our business and are working hard to build a more inclusive workplace through partnerships with Stonewall, Business Disability Forum and Business in the Community’s race and gender equality campaigns. We are happy to discuss all flexible and agile approaches to working for all our roles - we can’t promise we will be able to offer you everything you want or need but we do promise to discuss it with you openly and honestly._
- If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with the recruiter who contacts you._

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