Service Excellence Lead

Há 5 dias

Lisboa, Lisboa, Portugal Brink's, Incorporated Tempo inteiro
  • LOCATION

Av. José Malhoa 14, Lisbon Lisbon, Portugal
- ### CAREER AREA

Finance and Accounting
- ### JOB TYPE

Full time
- ## JOB ID

#R69011

Purpose

The Service Excellence Lead is responsible for defining and maintaining IT service quality standards, driving continuous improvement initiatives, and enhancing the overall IT user experience. This role partners with Service Delivery, Global Service Desk, and MSP providers to ensure SLA/KPI adherence, optimize processes, and embed ITIL best practices and automation into IT operations. The position also provides actionable insights through performance reporting and fosters a culture of customer-centricity.

Responsibilities

  • Service Excellence
  • Define and maintain service quality standards in partnership with Service Delivery for MSP oversight and SLA/KPI adherence.
  • Ensure consistent governance and compliance with IT service management best practices.
  • Process Optimization
  • Analyze customer feedback and operational data to identify inefficiencies.
  • Trigger Continuous Improvement (CI) initiatives to enhance service delivery and user experience.
  • Incident and Problem Analysis
  • Partner with Global Service Desk to address long-running or recurring issues.
  • Ensure Root Cause Analysis (RCA) creation and preventive actions, acting as a liaison between MSP and Global IT.
  • Customer Experience and Service Excellence Strategy
  • Execute ( and support the development ) a roadmap for IT Ops service maturity and continuous improvement priorities.
  • Enhance IT user experience by embedding ITIL best practices, automation (bots, self-service), and a culture of customer "obsession" aligned with enterprise digital strategy.
  • Performance Insights & Reporting
  • Provide visibility into service health through dashboards, trend analysis, and improvement tracking.
  • Deliver actionable insights to inform Service Delivery reviews and leadership decision-making.

Requirements

  • 5+ years in IT service management, service delivery, or continuous improvement leadership roles.
  • Strong ITIL and ITSM knowledge; experience managing SLAs, KPIs, and service lifecycle.
  • Proven experience in process optimization and continuous improvement methodologies (e.g., Lean, Six Sigma).
  • Excellent analytical skills for interpreting operational data and customer feedback.
  • Familiarity with ITSM platforms (e.g., ServiceNow) and automation tools for workflow efficiency.
  • Strong communication and stakeholder engagement skills; ability to influence across MSP and internal teams.
  • Experience in developing service maturity roadmaps and driving cultural change toward customer-centricity.
  • Knowledge of reporting and dashboard tools for service performance insights.

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