Junior/Mid Service Manager

at  Neotalent Conclusion

WHO ARE WE:

Neotalent Conclusion is one of the leading Iberian specialists providing services in Information Technology and Engineering services. As part of the Netherlands-based organization Conclusion, which has an ecosystem of over 25 companies and 3,600 employees, we are focused on increasing the technological capacity of our clients and the digital transformation of their application ecosystems.
We are talent specialists, attracting the best people and combining them with the needs of the most ambitious projects, at the right time. Our success comes from our investments in innovation, our focus on results, and, above all, the guarantee that our people will have happy and rewarding careers.
With over 25 years of solid experience, Neotalent Conclusion has established its presence in key locations, including Lisbon, Porto, and Madrid. The company currently has more than 950 professionals in the different areas in which it operates.
Neotalent, the responsive people.
Find out more about us at .

ROLE OVERVIEW:

Neotalent is looking for a Jr - Mid Service Manager with experience to join one of the largest insurance groups in the world, present in 64 countries – offices in Lisbon (hybrid).

WHAT YOU WILL DO:

You will join the Corporate Functions Global Products department is an “IT for Business” duty. The department designs, delivers and operates end user global applications in the domain of Corporate & Support Functions organized in 24 products within 6 lines of products (Finance, Investment, Procurement, Risk Management, HR/Communication, Compliance), most of them sponsored by Group Corporate departments.

• Supporting the Service Delivery Management Lead by identifying areas of improvement in terms of service and processes: discussing BAU activity, reviewing reports and identifying areas of improvement, operational issues and any other topic that requires attention;
• Monitoring SLAs on a daily basis via regular contact with nearshore and offshore helpdesk teams;
• Challenging products helpdesk teams in their daily activities;
• Assisting and supporting customer entities and Group HR by handling key issues coordination and holding catch-up calls to review their BAU activity, handling escalation cases;
• Communicating with customers any relevant issue or activity in the scope (upgrade, incident, outage);
• Ticketing tool (Silva) administration: user access administration, service catalog maintenance, continuous improvement, reports formalization;
• Formalizing regular data reports on the level to monitor of the quality of service;
• Coordinating, monitoring and implementing the release management process;
• BAU revenues calculation and monitoring.