Senior Service Controller

at  OutSystems

There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems!
About This Role
The Global Support Service Control team is looking for a Service Controller to join its team in Portugal. If you believe you are ready and fit for the role, don’t hesitate to apply!
The Service Control Team
Service Control is a part of the Service Management group within Global Support, at OutSystems. The team operates 24x7 across the globe, assuring a frictionless and efficient Service Delivery to our customers by aligning their needs and the field teams with our internal organization and processes.
The Service Control team works closely with all Global Support teams and functions, especially with Process Controllers, to foster a deep understanding of our organization and processes. Enabling Service Controllers to support the teams in their day-to-day activities to ensure these processes are being properly followed and adopted to meet our quality standards. On the other hand, it works collaboratively with Escalation Managers and RSMs to shorten the bridge between Global Support and field teams, to improve our customer’s support experience, through “Prevent & Fix” activities.
Control over the global Support Service Delivery workload is a key success factor for this function. This means finding, understanding, and using the data being generated by our processes to uncover insights that will enable a data-driven decision making process towards workload management and how we allocate our teams to deliver service.
Through the control of our workload and by having a clear-cut understanding of our organization and processes, Service Controllers are at a privileged position to assure Service Delivery is adding value to our customers while, at the same time, uncovering valuable insights that will sustain the continuous improvement of all aspects of Service Delivery.
GS Service Controller Role

The key responsibilities and duties of a Service Controller are:

• Careful planning and execution of workload management strategies and practices to maximize throughput:
• Assessment of the overall workload and close collaboration with Service Delivery teams to assure priority based on impact is correctly adjusted at all times;
• Ensure sufficient awareness of the impact and status of all incidents across Global Support, thus facilitating communication and collaboration;
• Acting as gatekeepers for the different requests coming from both support leaders as well as field teams;
• Acts as Escalation Controller for transactional escalations in Global Support, ensuring appropriate assessment of the legitimateness of the escalation request, managing customer’s expectations, monitoring the escalation life-cycle, and ensuring all necessary resources are available to its fulfillment, while advocating for the customer’s best experience;
• Acting as Major Incident Managers for Major Incidents in OutSystems, ensuring centralized investigation and communication between teams, the customer and all relevant stakeholders, 24/7;
• Bridging between our customer’s and the support service delivery teams, coordinating all parties involved to assure service targets are met by removing any roadblocks to frictionless collaboration;
• Working closely with Process Controllers and SMEs for the continuous improvement of all aspects of service delivery;
• Analysis of internal complaints and customer’s feedback, within the scope of Customer’s Feedback Management.

Qualifications & Skills

Qualifications

• BSc, MSc, in science, engineering or management related fields;
• 2+ years of experience in both technology and customer-facing roles (e.g. IT Consultant, Full Stack Developer, Technical Support, etc.)
• 1+ years of experience in similar roles in the Software Industry/Product Companies
• Fluent in English;
• Availability to perform on-call during weekends.

Soft Skills

• Communication - able to communicate effectively (in English) both orally and written showing empathy;
• Humbleness - accepts mistakes and acts accordingly with a humble attitude, apologizing for it and mitigating it ASAP in order to avoid higher impact;
• Accountability - takes ownership of problems and makes sure to see them through. Even without all the necessary knowledge to move on alone, is able to involve the right people in order to reach closure;
• Negotiation Skills - has tough and politically complex conversations with colleagues and customers, defusing disagreements and leading towards a mutual agreement and understanding of all parties involved;
• Process Oriented - is organized and able to properly follow defined processes, whilst being able to properly challenge inefficient processes and suggest improvements;
• Problem-solving - Has a top-down approach to problems, breaking them into smaller pieces and solving them by starting with a wider scope and narrowing it down as the analysis progresses;
• Critical thinking - is able to analyze information objectively and make a reasoned judgment;
• Cooperation/Collaboration - able to work together with other people, from the same and different teams, with different roles and technical backgrounds, while keeping focused on the goal to achieve, having the bigger picture in mind;
• Continuous Improvement Mindset - an openness to change, a commitment to learning, and to look for potential new solutions, in order to improve the way we deliver our services.

Technical Skills

Experience in any of the following is valued, although not a go/no-go decision point:

• Knowledge of, or experience with ITIL - IT Service Management Framework;
• Knowledge of, or experience in Process Modelling;
• Knowledge of/experience in ISO compliance and/or adoption is a plus:
• ISO 9001 - Quality Management.

What’s in it for you

• Opportunity to be directly involved in the continuous improvement of Global Support;
• Experience in dealing with difficult and complex situations with Industry-leading Enterprise Customers;
• Opportunity to interact with people from different teams within the organization, which allows you to expand your knowledge of most OutSystems teams and processes;
• Be part of an amazing team that can rely on each other and be supported by the full team when necessary.

The Longer Story:
One of the fastest-growing B2B software companies in the world, OutSystems is on a mission to enable every organization to innovate through software. We are looking for talented and motivated people to join us in helping companies solve some of their most strategic business challenges, from modernizing their workplace processes to transforming their employee and customer experiences. As a member of the OutSystems global team, you will help build, deliver, manage, and evolve the software that is a low-code market leader and
preferred by professional developers
around the world.
OutSystems is a truly global company, with more than 525,000 developer community members, 1,700 employees, 400 partners, and thousands of active customers in over 87 countries and across 22 industries. Founded in 2001, OutSystems has offices in the United States, United Kingdom, the Netherlands, Germany, the UAE, Japan, Hong Kong, Malaysia, Australia, and Singapore, and of course has a thriving, worldwide community of remote employees.
Working at OutSystems
We do not have many rules, but we do have high standards and a culture of global collaboration. Our commitment to our culture is highlighted in
The Small Book of the Few Big Rules
, written by our Founder and CEO, Paulo Rosado. This commitment to culture landed us in the Forbes top cloud computing employers four years in a row.

We grow, change, and innovate, and give our teams the space to be proactive and creative.

• We care about growth and development. Vertical career progression is obvious, and we also encourage lateral moves, joining different teams, and mastering new skills.
• Global colleagues who are as smart, hardworking, and driven as you.
• Our DNA is disrupting the status quo. It is why our company exists.
• We “Ask Why” a lot. It helps us connect our individual work to the bigger picture and often uncovers a better, more agile way.

What do we have to offer you?

• A company that continues to grow, change and innovate, and gives our teams the space to be proactive and creative.
• Real career opportunities. We care about growth and development. Vertical career progression is an obvious possibility, but we also offer the possibility for lateral moves, joining different teams, and mastering specific skills.
• Work colleagues that are as smart, hardworking and driven as you – and a team that is global.
• A company culture that is based on transparency, teamwork and excellence (as promised in our

Small Book of the Few Big Rules

and delivered every day.)

• Disrupting the status quo is in our DNA. In fact, it’s why our company exists.
• We “Ask Why” a lot. It helps us connect our individual work to the bigger picture and sometimes even uncover a better way.

Are you ready for the next step in your career? Then we’d love to hear from you!
OutSystems nurtures an inclusive culture of diversity, where everyone feels empowered to be their authentic self and perform at their best. A company that embraces the creativity and innovation that comes through diverse perspectives. We are committed to creating a team that reflects society through inclusive programs and initiatives and are proud to be an equal opportunity employer. All qualified applicants receive equal consideration regardless of race, place of origin, color, age, marital status, religion, sex, sexual orientation, gender expression or identity, protected veteran status, disability status or any other status protected by law.
Join us in disrupting the status quo of the low-code market, we give you the power to “Ask Why”, you give our customers the power to innovate through software

• Careful planning and execution of workload management strategies and practices to maximize throughput:
• Assessment of the overall workload and close collaboration with Service Delivery teams to assure priority based on impact is correctly adjusted at all times;
• Ensure sufficient awareness of the impact and status of all incidents across Global Support, thus facilitating communication and collaboration;
• Acting as gatekeepers for the different requests coming from both support leaders as well as field teams;
• Acts as Escalation Controller for transactional escalations in Global Support, ensuring appropriate assessment of the legitimateness of the escalation request, managing customer’s expectations, monitoring the escalation life-cycle, and ensuring all necessary resources are available to its fulfillment, while advocating for the customer’s best experience;
• Acting as Major Incident Managers for Major Incidents in OutSystems, ensuring centralized investigation and communication between teams, the customer and all relevant stakeholders, 24/7;
• Bridging between our customer’s and the support service delivery teams, coordinating all parties involved to assure service targets are met by removing any roadblocks to frictionless collaboration;
• Working closely with Process Controllers and SMEs for the continuous improvement of all aspects of service delivery;
• Analysis of internal complaints and customer’s feedback, within the scope of Customer’s Feedback Management