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Operations Manager

3 semanas atrás

Vila Nova de Gaia, Porto, Portugal Capgemini Tempo inteiro
CAPGEMINI ENGINEERING

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world's most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

YOUR ROLE
Manage IT/IS operations teams to ensure efficient customer support and service delivery aligned with contractual SLAs, KPIs, and OLAs.

Key Responsibilities
  • Oversee operations of customer support teams (Helpdesk, Field Support, Logistics, Asset Management, etc.).
  • Manage ticket distribution and task assignments across teams.
  • Promote and participate in operational meetings.
  • Build and maintain relationships with internal teams, external partners, and clients.
  • Create and manage operational documentation (processes and procedures).
  • Generate and analyze operational reports for performance monitoring.
  • Drive continuous improvement initiatives aligned with contractual obligations.
  • Manage resources (absences, vacations, training).
  • Ensure alignment between operations and service management.
  • Provide systematic field team support.
  • Communicate fluently in English.

YOUR PROFILE
  • Platforms and tools: ACM, CRM ONE, SAP BW, SAP RH, Exchange, HPSM/CMDB, and other telecom/customer care systems.
  • Operating Systems: MS Windows.
  • Networking: Basic knowledge of computer networks.
  • Hardware: PC and network card.
  • ITIL knowledge or certification preferred.
  • Fluent English and Portuguese (spoken and written).
  • Valid Portuguese driving license.
  • Availability for travel.
WHAT YOU'LL LOVE ABOUT WORKING HERE
  • Join a multicultural and inclusive team environment.
  • Enjoy a supportive atmosphere promoting work-life balance.
  • Hybrid work.
  • Your career growth is central to our mission. Our array of career growth programs and diverse professionals are crafted to support you in exploring a world of opportunities.
  • Access valuable training and certifications in cutting-edge technologies.
  • Engage in exciting national and international projects.
  • Health and life insurance.
  • Referral program with bonuses for talent recommendations.
  • Great office locations.

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.