Service Manager

4 semanas atrás


Lisboa, Lisboa, Portugal Neotalent Conclusion Tempo inteiro
Job Title: Junior/Mid Service Manager

Neotalent Conclusion is a leading Iberian specialist providing services in Information Technology and Engineering. As part of the Netherlands-based organization Conclusion, we are focused on increasing the technological capacity of our clients and the digital transformation of their application ecosystems.

Role Overview:

We are seeking a Junior/Mid Service Manager to join one of the largest insurance groups in the world, present in 64 countries. The successful candidate will be responsible for supporting the Service Delivery Management Lead by identifying areas of improvement in terms of service and processes.

Key Responsibilities:
  • Monitoring SLAs on a daily basis via regular contact with nearshore and offshore helpdesk teams
  • Challenging products helpdesk teams in their daily activities
  • Assisting and supporting customer entities and Group HR by handling key issues coordination and holding catch-up calls to review their BAU activity, handling escalation cases
  • Communicating with customers any relevant issue or activity in the scope (upgrade, incident, outage)
  • Ticketing tool (Silva) administration: user access administration, service catalog maintenance, continuous improvement, reports formalization
  • Formalizing regular data reports on the level to monitor the quality of service
  • Coordinating, monitoring, and implementing the release management process
  • BAU revenues calculation and monitoring
Requirements:
  • Experience with ServiceNow
  • Experience with PowerBI is a nice-to-have or motivation to learn
  • ITIL knowledge
  • English environment
Benefits:
  • Work on challenging projects for big clients
  • Learn more about emerging technologies
  • Possibility of working remotely
  • Design your career plan
  • Access to continuous training and certifications
  • Evolving through our internal mobility program

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