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Service Manager Full-time

de Farfetch em Porto (Publicado em 12-11-2019)

THE ROLE
We are looking for a Service Manager that is able to tackle the backlog of several projects and provide an effective and high-quality customer experience.
WHAT YOU'LL DO


  • You?ll be responsible for services delivered within a Service Desk backlog to several customers;

  • Work with the Service Delivery Manager to gain understanding of the client, the contract, the business context and the priorities of the account;

  • Orchestrate end to end services for his backlog, and for all other backlogs needed to deliver his service;

  • Create strong cooperation with all stakeholders to ensure that customer is operating using standard methods and tools;

  • For all significant changes and implementations drive the completion of the service acceptance, technical assurance and handover processes;

  • Responsible for the Account operations, service processes usage, capacity planning & business backlog of the projects you?re responsible for;

  • Provide guidance to the service team regarding investigation and solving customers' problems;

  • Handle customer queries or any incidents that have been escalated;

  • Review and sharing incident reports

  • Help improving customer service procedures, policies and standards for your organization or department;

  • Provide training to external stakeholders in operational tools (e.g. content management, order management), in order to enable their ability to be self-sufficient;

  • Proactively keep a roadmap of technical preventive initiatives that aim to reduce recurrent / typical incidents;

  • Communicate changes in products to multiple stakeholders;

  • Support the continuous improvement program of customer service;

  • Support digital marketing initiatives.


WHO YOU ARE

  • You have a degree in Information Systems or related field;

  • 5+ years of proven experience in the IT engineering field or IT service management;

  • Experienced in managing teams towards product delivery in a complex and multi-cultural environment and in delivering Front Office/ Web consumer products in large scale e-commerce players;

  • Knowledgeable and experienced in Product/Software development, with solid understanding of all different phases, from inception all the way through implementation and continuous improvement;

  • Able to easily build relationships with the different players of the organization, at different levels (from C-level to engineer);

  • Able to multitask without losing focus on the most important/urgent tasks.

  • With hands-on attitude is a must.

  • Very good communicator, allowing you to inform, help and advice customers clearly and to liaise effectively with other roles (such as client project managers, delivery managers, ecommerce managers);

  • Confidence, patient, polite, with tact and diplomate, when dealing with difficult situations;

  • With deep understanding of agile methodologies and commitment to agile principles;

  • Fluent in English and other languages is a plus;

  • Knowledgeable in IT service management frameworks (such as ITIL).


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