We are a Swiss technology company dedicated to supporting the effective governance and long-term prosperity of nations. Our sovereignty platform enables our clients to authenticate and protect their most valuable assets through customized solutions built on a century of cutting-edge innovations across the physical, digital, and data science domains.
Purpose of the Position:
To lead and manage the Service Center responsible for supporting both external and internal customers. Ensure compliance with Service Level Agreements (SLAs) and KPIs. Accountable for Incident, Problem, and Change Management, as well as ERP systems and remote support platforms.
Build, maintain, and strengthen customer relationships through proactive solutions aimed at enhancing customer and user experience. Manage customer communications and requests, ensuring effective resolution. Monitor customer interaction efforts and ensure compliance with internal policies and standards, supporting their continuous improvement. Lead the team to fulfil the objectives of the function and the organisation.
Key Responsibilities:
● Manage incidents, work orders, service requests, problems, and change requests within ServiceNow.
● Generate, track, and close incidents, requests, and problems in ServiceNow.
● Ensure compliance with agreed SLAs through reporting and performance dashboards.
● Participate in the development and coordination of training sessions for internal and external users.
● Ensure communication and coordination of releases and updates, including proper validation.
● Develop strategies to improve the efficiency of the company’s solutions.
● Collaborate with internal teams across regions to resolve issues and support project delivery.
● Analyse customer needs and coordinate efficient service delivery with stakeholders.
● Produce reports and dashboards on SLA performance.
● Support processes aligned with the company’s management system (SIMS).
● Develop programmes and procedures to enhance productivity and performance.
Expected Deliverables:
● Team leadership.
● Communication and reporting.
● Internal and client meetings.
● Incident, Problem, and Change Management.
● Improvement and management reporting.
● Training and knowledge sharing.
● Risk reporting and mitigation tracking.
● Continuous improvement initiatives.
● Service excellence culture.
Requirements:
● Degree in Systems Engineering, Industrial Engineering, Process Engineering, IT, or related fields.
● 3–5 years in similar roles (operations, project, or customer management).
● Fluent English (C1 level or equivalent)
Certifications / Specialised Training:
● ITIL V4.
● Leadership and administrative training.
● Customer service training.
● Business Process Management (BPM).
● Knowledge of ISO standards.
Additional Knowledge:
● Microsoft Office (Word, Excel, PowerPoint, Outlook).
● Advanced Solution Monitoring.
● AI-based tools.
● BI tools.
● Nagios and Splunk (desirable).
● EFQM (nice to have).
● Six Sigma (nice to have).
Skills and Competencies:
● Problem-solving.
● Understanding of operational environment.
● Continuous improvement mindset.
● Process understanding.
● Cross-functional coordination.
● Efficient delivery.
● Results orientation.
● Learning agility.
● Teamwork.
● Customer focus.
Perfecto, seguí hablando con él.
Aplica para esta posición
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