Num relance
- Tarefas: Gerir o desempenho do Service Desk e colaborar em iniciativas de transformação de serviços.
- Empresa: Multinacional líder no setor químico, focada em inovação e qualidade.
- Benefícios: Bónus anual, modelo de trabalho híbrido e seguro de saúde privado.
- Outras informações: Ambiente dinâmico com oportunidades de crescimento profissional.
- Porquê este emprego: Impacta a experiência do utilizador e impulsiona a automação em 51 países.
- Qualificações: Licenciatura em TI ou áreas relacionadas e 3-5 anos de experiência em gestão de serviços.
O salário previsto situa-se entre 47700 - 58300 € por ano.
A multinational company and global leader in the chemical sector, dedicated to the production and distribution of medical and industrial gases, renowned for its commitment to quality and innovation.
As a key member of the EMEA Delivery Services team, you will drive service excellence across 51 countries by managing Service Desk performance, collaborating with global stakeholders and vendors, enhancing user experience, and supporting automation, AI, and service transformation initiatives.
Key responsibilities include
Manage the relationship with the outsourced Service Desk provider, ensuring high-quality service delivery and adherence to agreed SLAs and KPIs.
Conduct service reviews, analyse performance metrics, and drive continuous improvement initiatives.
Monitor and enhance user experience by leveraging service analytics, user feedback, and operational insights.
Support and improve AI-powered support solutions, including chatbot and automation initiatives.
Identify opportunities to increase Service Desk efficiency and first-contact resolution rates.
Collaborate with stakeholders across EMEA to harmonise processes and support service transformation initiatives.
Act as a trusted operational partner to the Delivery Services Manager, providing support on strategic and operational topics.
Drive change management activities and promote adoption of new processes and technologies.
Prepare reports, dashboards, and presentations to support decision-making and performance tracking.
Contribute to the development of future service management capabilities and automation strategies.
Requirements
Bachelor's degree in Information Technology, Business Information Systems, Engineering, or a related field.
3-5 years of experience in IT Service Management, Service Delivery, or Service Operations.
Proven experience managing outsourced Service Desk providers and vendor relationships.
Strong knowledge of KPI and SLA management.
Experience working in transformation or change management environments.
Solid understanding of user experience principles within IT support services.
Excellent stakeholder management and communication skills.
Fluent English, with the ability to work in an international environment on a daily basis.
Strong organisational skills, with the ability to prioritise effectively and manage multiple initiatives.
Annual Bonus (8%).
- Hybrid
- Work
Model: Only 2 days per week onsite at Lionesa Business Hub.
Private Health Insurance.
Access to Nutrition and Psychology Consultations.
Empregador para It Service Management Analyst │Porto Or Lisbon: Talent Search People
A nossa empresa é um excelente empregador, oferecendo um ambiente multicultural que valoriza a diversidade e a inclusão. Com oportunidades de crescimento profissional e um modelo de trabalho híbrido, garantimos que os nossos colaboradores possam desenvolver as suas competências enquanto desfrutam de um equilíbrio saudável entre vida profissional e pessoal. Além disso, oferecemos um salário competitivo e bónus por conhecimento de línguas, tornando esta uma oportunidade única para quem procura um emprego significativo e gratificante em um setor dinâmico.
Dados de contacto:
Equipa de recrutamento de Talent Search People
