Service Management Lead
2 semanas atrás
Location: Porto, Portugal
Rate: 350 EUR per day (Contract to Perm available).
Work Pattern: Hybrid - 2 or 3 days on site
Role Purpose
Working in a fast paced financial services environment, you will be looking after an internal ITSM team and have overarching responsibility for CSI, Incident Management and the other ITSM processes. Whilst this role sits internally, it is a very customer facing role and you'll need skills in identify trends and develop working practices and resolutions to minimise the risk of recurring issues
Role Responsibilities
- Organise support and other resources during major incidents to reach resolution as quickly as possible.
- Manage communications with Business teams and key third parties
- Proactively identify potential problems and resolve them before they have an impact on the business.
- Work closely with Key Customer to build relationship and manage expectations.
- Work directly with Key Customer that the business supports to reduce issues and improve resolution speed
Key Skills and Experience
- Experience of working with incident management, identifying root causes, advising on solutions and remedial actions, during and after a major incident
- Previous experience managing key account customers
- Excellent written and verbal communication skills
- Team Lead/Management experience
- Strong accuracy and attention to detail
- Strong Stakeholder Management
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