Digital Service Delivery Manager

Há 1 mês


Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiro
Role Overview

We are seeking a skilled Digital Service Delivery Manager to join our team in Lisbon. The ideal candidate will have experience in service delivery management and be able to identify areas of improvement in terms of service and processes.

Key Responsibilities:
  • Support the Service Delivery Management Lead in identifying areas of improvement in terms of service and processes
  • Maintain SLAs on a daily basis via regular contact with nearshore and offshore helpdesk teams
  • Challenging products helpdesk teams in their daily activities
  • Assist and support customer entities and Group HR by handling key issues coordination and holding catch-up calls to review their BAU activity, handling escalation cases
  • Communicate with customers any relevant issue or activity in the scope (upgrade, incident, outage)
  • Administer the ticketing tool (Silva) including user access administration, service catalog maintenance, continuous improvement, reports formalization
  • Formalize regular data reports on the level to monitor the quality of service
  • Coordinate, monitor and implement the release management process
  • Calculate and monitor BAU revenues
Requirements

The successful candidate will have:

  • Experience with ServiceNow
  • Expertise in Excel
  • ITIL knowledge
  • English environment
About Us

We are one of the leading Iberian specialists providing services in Information Technology and Engineering services. 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.

Why Join Us

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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