Digital Service Delivery Manager
Há 1 mês
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
The successful candidate will have:
- Experience with ServiceNow
- Expertise in Excel
- ITIL knowledge
- English environment
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 UsWork 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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