Company Description

Job Description

• Developing client relationships
• Contractual Management: actively participates in Client / internal contract negotiations
• Production of Service Design requirements
• Contributes to efficiently estimating costs, timescales and resource requirements for the successful delivery of service commitments
• Service Catalogue Management: ensures that the Service Catalogue is established, agreed with the Client, and updated with contracted services
• Service Governance: evaluates the status of services provided (includes SLA management plus other contractual or non-contractual metrics used in the delivery of Client Services
• Process Management: establishment and maintenance of the processes required in the provision of Client Services
• Monitors, measures and reports on regular activities which are subject to contractual agreement or service management processes (SLA’s, OLA’s or any other contractual targets)
• Commercial Management: assists with the planning and management of the overall financial budget to minimize risk and maximize profitability
• CSAT: monitors and influences improved customer experience
• Problem Management: contributes to problems being addressed in a timely manner, and with minimum impact
• Service Transition Management: ensures that new services or changes in services are transitioned into support according to established processes
• Business Continuity Management: works closely with Client around business continuity; participates to the planning and implementation of methods for risk management, impact analysis
• Service Improvement Management: ensures Continual Service Improvement (CSI)
• Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
• Acts as bridge between the client and internal operation managers.

Qualifications

• 5+ years of experience
• Experience working in delivery of similar ITIL aligned services to SLAs.
• Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
• Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
• Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
• Managing multiple work streams, internal resources and dynamic client priorities.
• Excellent written and spoken English.
• Nice to have Portuguese skills
• Able to write clear and articulate reports.
• Diplomatic and able to remain calm under pressure.

Additional Information

• Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
• Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
• Health: Global internal wellbeing programme, access to wellbeing apps;
• Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.