Service Performance and Quality Coordinator

at  Metso Outotec

Join an industry leader and make a positive change in the sustainable use of the world’s natural resources. Together, we will transform the business and drive the industry toward a greener future.
At Metso, you will be supported by our inclusive culture and a network of colleagues from around the world. With us, you will embark on a personal growth journey and are encouraged to realize your potential. This is your invitation to rise above the possible.
Job posting end date: 09/24/2024
Introduction
Are you passionate about ensuring top-notch IT service delivery and quality? We are seeking a proactive and detail-oriented Service Performance and Quality Coordinator to join our IT Service Management team. In this role, you will be instrumental in setting up and maintaining the necessary reporting and service tools to ensure the effective delivery and quality of Metso IT Services, with a strong emphasis on the SIAM principle. As a Service Performance and Quality Coordinator, you will play a pivotal role in ensuring our IT services meet the highest standards and deliver outstanding user experiences. In this position, you will report to the Manager of Service Experience Office.
This position is mainly located in Tampere or Espoo, but we are happy to offer flexible working arrangements, including hybrid options.
What you’ll do
Adhere to and support the directives from the Service Experience Office.
Ensure all Service Management Principles are implemented for seamless, effective, and efficient operational integration of all Metso IT services, focusing on user experience.
Monitor and enhance the performance and quality of IT service delivery, including managing ecosystems, partners, and vendors.
Oversee the delivery, management, and continuous improvement of Metso IT services to meet user expectations.
Build and publish monthly Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and Experience Management Level Agreements (XLAs). Ensure compliance with all Metso IT service suppliers and service providers.
Develop and maintain accurate, holistic service reporting with detailed insights into individual IT services and providers.
Support the development of Metso IT tools and technologies, ensuring user experience, service delivery, and quality requirements are met.
Who you are
Proactive and Detail-Oriented: You have a keen eye for detail and a proactive approach
Dynamic and Multi-Tasking: You thrive in dynamic environments and excel at managing multiple tasks and responsibilities.
Analytical and Problem Solving Skills: You possess strong analytical skills and data driven decision making abilities.
Excellent Communicator: You have excellent communication and interpersonal skills
Service Management Expertise: You have a deep understanding of service management principles and are committed to seamless, effective, and efficient operational integration of IT services.
Relevant Experience: You have 3+ years of prior experience in a similar role, demonstrating your ability to create and maintain holistic reports. Your background includes working with IT service management, reporting, or data analytics tools.
Tools knowledge: Familiarity with tools such as ServiceNow, PowerBI, and other data analytics and reporting tools is a plus.
What’s in it for you
An inspiring purpose - Enabling sustainable modern life. Minerals and metals are the backbone of essential functions in the modern world. However, there’s a pressing need for more sustainable solutions to collect and process them. At Metso, you get to be part of transforming the industry and making a positive change.
Wellbeing and safety - Benefit from occupational healthcare, generous benefits plan, healthy living rewards, mental well-being services, on-site gym, bicycle benefits, and engagement surveys.
Compensation and rewards - Global incentive program tied to business and performance targets.
Hybrid working possibilities - While we are big advocates of meeting and collaborating in person, we believe in fostering a flexible work environment.
A thriving culture - We are committed to developing an inclusive culture that enables everyone to do their best and reach their full potential. A culture that is courageous, compelling, and caring, and unites our people to build a sustainable future together.
Extensive learning opportunities - Ongoing growth dialogues, internal mobility, mentoring programs, education assistance, ambitious projects, and global opportunities.
Worldwide support - Leverage our network of peers across the world, offering valuable assistance. We get things done together, through open and honest communication.
Get in touch
Want to rise above the possible with us? Click ‘Apply now’ to leave your application.
For additional information, please contact Zolzaya Shagdar (Manager, Service Experience Management Office) by email: zolzaya.shagdar(at)metso.com.
We understand that some highly capable candidates might hesitate to apply for a role unless they meet every listed qualification. If you’re excited about this role, we encourage you to apply even if you don’t meet all the requirements. You might be the right candidate for the role.
How to join - Working at Metso - About Metso - Diversity and Inclusion - Meet our people
Metso is an equal opportunity employer committed to fostering an inclusive and diverse workforce culture. All qualified applicants will receive consideration for employment without regard to race, religion, color, nationality, gender, gender identity, sexual orientation, age, status as a protected veteran or status as a qualified individual with a disability.
Metso is a frontrunner in sustainable technologies, end-to-end solutions and services for the aggregates, minerals processing and metals refining industries globally. We improve our customers’ energy and water efficiency, increase their productivity, and reduce environmental risks with our product and process expertise. We are the partner for positive change.
Headquartered in Espoo, Finland, Metso employs over 17,000 people in close to 50 countries and sales for 2023 were about EUR 5.4 billion. The company is listed on the Nasdaq Helsinki. metso.com, x.com/metsoofficia

Please refer the Job description for details