IT Service Delivery Specialist

4 semanas atrás

Porto, Portugal Elementis Tempo inteiro

Job Description Summary

The European Service Manager leads and delivers IT service to users in the European region and provides support and co-ordination for the 5 service support analysts in the Europe and Asia regions and external parties. The role works in partnership with the Service Manager in the US. IT service is delivered to Elementis employees throughout its international operations that include the US, UK, EU, Brazil, Taiwan and China. IT service is fundamental to all Elementis business operations.

Job Description

Position in Organization

Reports to Operations Senior Manager

Department: IT Operations

Direct Reports: Individual Contributor

Responsibilities

1. Service management

You supervise daily IT service to users, balancing provision across the regions with the available service analysts.

You train and share best practice with the other Service team, in particular the Asia and 3rd party team members, to assist and enable them to provide a good, consistent service.

You assess service performance and recommend, justify and implement improvements.

You lead engagement with relevant vendors, driving and optimising license and support costs and roadmaps for systems/services.

You manage escalations and service blockages to identify and resolve issues or problems that may affect the delivery or quality of service, such as troubleshooting, support and prioritizing competing claims for attention.

You identify and recommend improvements to existing approaches based on industry best practices and current technology trends.

You oversee multi-customer communications so that the user community is informed and aware.

2. Service delivery

You respond to queries and requests from users via phone, email, chat or ticketing system.

You guide and train users about how to use IT systems and applications effectively.

You engage professionally and collaborate with a diverse group of executives, managers, and subject matter experts.

On rotation with the rest of the Operations team, you will act as a duty manager and incident manager.

3. Managing external services and providers

You assess and make recommendations regarding the purchase of devices and support services. You manage and optimise contracts with vendors, service providers and licenses.

You establish and monitor service level agreements, key performance indicators (KPIs), and metrics to measure and improve the performance and quality of contracted IT services.

4. Best practice

You keep up to date with the latest IT trends, developments, and best practices, and ensure that the IT service is aligned with the operational and compliance requirements of Elementis.

Decision making

The role takes leadership on escalated service matters and incidents, engaging at the senior levels in the company and with highest priority service issues.

The role is highly influential in guiding Elementis service strategy and roadmap, and the consideration of IT operational issues in business decisions.

This role has autonomy to assign priority-order to the user requests and tickets raised.

Additional Job Description

Job Competencies

Planning, prioritising, and aligning IT services with Elementis goals and priorities are key to optimising resources to deliver business needs. Therefore, strong organizational skills are required.

Optimise work processes: knowing the most effective and efficient workflow for getting things done is key to making the most of tight resources. Focus should be placed on continuous improvement.

Problem-solving: Strong problem-solving aptitude is critical to address the daily challenges and situations required to manage service.

Communicating effectively with stakeholders, such as senior management, vendors and users using written and verbal approaches is key in a global organisation.

Consistently focusing on driving results holding oneself accountable for the IT service.

Ability to co-ordinate and enable the IT Support Analysts so they, with the European Service Manager, can operate as an efficient, global team.

Technical Knowledge and Skills

Knowledge of standard operating systems, including standard Microsoft systems such as MS365 and Active Directory, software applications, hardware devices and ticketing systems, such as ServiceNow. 

Willingness to learn new technologies and update skills.

Knowledge of service management operating methods.

Strong analytical skills required. Strong system diagnosis, problem solving and analytical reasoning skills.

Ability to work independently or as part of a team.

Position Requirements

Education : Computer science, Information Systems or similar degree / professional qualification in related field.

Experience : 5+ Years of experience in hands-on, service management or delivery role in a global heterogeneous technical environment.2 years team leadership to demonstrate ability to co-ordinate and lead the IT Support Analysts.

IT Skills : As above.

Language Skills : Verbal and written fluency in English.

Working arrangements : Minimum 3 days a week in the office

Traveling required : Occasional travel to other Elementis sites as required.

  • It Service Delivery Specialist

    2 semanas atrás

    Porto, Portugal Elementis Tempo inteiro

    IT Service Delivery Specialist page is loaded IT Service Delivery Specialist Apply locations Porto time type Full time posted on Posted 25 Days Ago job requisition id R004940 About UsElementis is a global specialty chemical company, with 1,300 employees operating 17 manufacturing sites across the globe. At Elementis, we bring a distinctive combination of...

  • It Service Delivery Specialist

    Há 5 dias

    Porto, Porto, Portugal Elementis Tempo inteiro

    IT Service Delivery Specialist page is loaded IT Service Delivery Specialist Apply locations Porto time type Full time posted on Posted 25 Days Ago job requisition id R004940 About UsElementis is a global specialty chemical company, with 1,300 employees operating 17 manufacturing sites across the globe. At Elementis, we bring a distinctive combination of...

  • IT Service Delivery Specialist

    Há 5 dias

    Porto, Porto, Portugal Elementis Tempo inteiro

    IT Service Delivery Specialist page is loadedIT Service Delivery SpecialistApply locations Porto time type Full time posted on Posted 25 Days Ago job requisition id R004940About UsElementis is a global specialty chemical company, with 1,300 employees operating 17 manufacturing sites across the globe. At Elementis, we bring a distinctive combination of...

  • It Service Delivery Specialist

    4 semanas atrás

    Porto, Portugal Elementis Plc Tempo inteiro

    The European Service Manager leads and delivers IT service to users in the European region and provides support and co-ordination for the 5 service support analysts in the Europe and Asia regions and external parties. The role works in partnership with the Service Manager in the US. IT service is delivered to Elementis employees throughout its international...

  • It Service Delivery Specialist

    3 semanas atrás

    Porto, Portugal Elementis Plc Tempo inteiro

    The European Service Manager leads and delivers IT service to users in the European region and provides support and co-ordination for the 5 service support analysts in the Europe and Asia regions and external parties. The role works in partnership with the Service Manager in the US. IT service is delivered to Elementis employees throughout its international...

  • IT Service Delivery Manager

    2 meses atrás

    Porto, Portugal ACDLabs Tempo inteiro

    About ACD/Labs: For over two decades, ACD/Labs has been supporting the scientific R&D community with software built by fellow scientists along with a team of more than 200 dedicated and passionate people, including PhD-level scientists, and specialists in informatics and a wide range of chemical disciplines. Our mission is to empower scientists in their...

  • It Service Delivery Specialist

    Há 5 dias

    Porto, Porto, Portugal Elementis Plc Tempo inteiro

    The European Service Manager leads and delivers IT service to users in the European region and provides support and co-ordination for the 5 service support analysts in the Europe and Asia regions and external parties. The role works in partnership with the Service Manager in the US. IT service is delivered to Elementis employees throughout its international...

  • IT Solutions Delivery Specialist

    3 semanas atrás

    Porto, Portugal SBM Offshore Tempo inteiro

    **Req Id**:12185**Job Family**:IT**Location**:Porto, PT, 4100-136**Our Vision.** - SBM Offshore believes the oceans will provide the world with safe, sustainable and affordable energy for generations to come. We share our experience to make it happen.**Our Profile.** - We design, build, install and operate offshore floating facilities for the offshore energy...

  • IT Solutions Delivery Specialist

    Há 7 dias

    Porto, Portugal SBM Offshore Tempo inteiro

    **Req Id**:12183**Job Family**:IT**Location**:Porto, PT, 4100-136**Our Vision.** - SBM Offshore believes the oceans will provide the world with safe, sustainable and affordable energy for generations to come. We share our experience to make it happen.**Our Profile.** - We design, build, install and operate offshore floating facilities for the offshore energy...

  • IT Solutions Delivery Specialist

    Há 5 dias

    Porto, Porto, Portugal SBM Offshore Tempo inteiro

    Req Id:12185Job Family:ITLocation:Porto, PT, Our Vision. SBM Offshore believes the oceans will provide the world with safe, sustainable and affordable energy for generations to come. We share our experience to make it happen.Our Profile. We design, build, install and operate offshore floating facilities for the offshore energy industry. As a leading...

  • Service Delivery Manager

    2 semanas atrás

    Porto, Portugal SBM Offshore Tempo inteiro

    **Req Id**:11857**Job Family**:IT**Location**:Porto, PT, 4100-136**Our Vision.** - SBM Offshore believes the oceans will provide the world with safe, sustainable and affordable energy for generations to come. We share our experience to make it happen.**Our Profile.** - We design, build, install and operate offshore floating facilities for the offshore energy...

  • European Service Delivery Specialist

    Há 5 dias

    Porto, Porto, Portugal Hays Portugal Tempo inteiro

    Your New Company Elementis is a global specialty chemicals company, with over 1,300 employees working at 23 locations across the globe. They create high-value specialty additives that enhance the performance of their customers' products and make a positive change in the world.Elementis is establishing a new office and modern laboratory in Porto, Portugal....

  • Service Delivery Manager

    Há 5 dias

    Porto, Porto, Portugal SBM Offshore Tempo inteiro

    Req Id:11857Job Family:ITLocation:Porto, PT, Our Vision. SBM Offshore believes the oceans will provide the world with safe, sustainable and affordable energy for generations to come. We share our experience to make it happen.Our Profile. We design, build, install and operate offshore floating facilities for the offshore energy industry. As a leading...

  • It Service Delivery Specialist

    Há 5 dias

    Porto, Porto, Portugal Elementis PLC Tempo inteiro

    The European Service Manager leads and delivers IT service to users in the European region and provides support and co-ordination for the 5 service support analysts in the Europe and Asia regions and external parties. The role works in partnership with the Service Manager in the US. IT service is delivered to Elementis employees throughout its international...

  • IT Technology Services Specialist

    Há 5 dias

    Porto Salvo, Lisboa, Portugal SAP Tempo inteiro

    We help the world run better Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly...

  • IT Service Management Specialist

    Há 5 dias

    Porto, Portugal Continental Tempo inteiro

    Your tasks As IT Service Management Specialist you are: Functional leader of Group Functions IT Service Managers Representative of IT Service Management in Group Functions IT: - responsible for effective IT Service Management (ITSM) - manage the Group IT Service Catalog - manage, steer and consult the ITSM organization on all IT Service Management topics -...

  • It Customer Solutions Specialist

    Há 5 dias

    Porto, Porto, Portugal Employment Pro Limited Tempo inteiro

    IT Support and Task Automation Specialist IT Solutions Delivery Manager Financial and HR Systems 27/12/2023 (Junior) IT Operations Specialist @ MAN (M/F) We are SitelWe are a leading global outsourcing provider of customer experience management with 150 offices across 24 countries and more than 75,000 associates speaking 48 languages. Our contact center...

  • IT Technology Services Specialist

    Há 1 mês

    Porto Salvo, Portugal SAP Tempo inteiro

    We help the world run better Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly...

  • IT Technology Services Specialist

    3 semanas atrás

    Porto Salvo, Portugal SAP Tempo inteiro

    We help the world run better Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly...

  • IT Service Management Specialist

    Há 5 dias

    Porto, Porto, Portugal RIGOR-CONSULTORIA E GESTÃO Tempo inteiro

    A Rigor é uma empresa de Consultoria que atua em diversas áreas, com destaque para as Tecnologias de Informação. Fazemos parte da Salvador Caetano e a nossa missão é acompanhar, apoiar e assessorar os diversos negócios do Grupo. Se estás à procura de desafios em diversas áreas, não gostas de rotina e queres evoluir, este é o lugar certo para ti...