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.<\/p>\n\n\n\n
Purpose of the Position:<\/strong> Key Responsibilities:<\/strong> Expected Deliverables:<\/strong> Requirements:<\/strong> Certifications \/ Specialised Training:<\/strong> Additional Knowledge:<\/strong> Skills and Competencies:<\/strong>
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.<\/p>\n\n\n\n
\u25cf Manage incidents, work orders, service requests, problems, and change requests within ServiceNow.
\u25cf Generate, track, and close incidents, requests, and problems in ServiceNow.
\u25cf Ensure compliance with agreed SLAs through reporting and performance dashboards.
\u25cf Participate in the development and coordination of training sessions for internal and external users.
\u25cf Ensure communication and coordination of releases and updates, including proper validation.
\u25cf Develop strategies to improve the efficiency of the company’s solutions.
\u25cf Collaborate with internal teams across regions to resolve issues and support project delivery.
\u25cf Analyse customer needs and coordinate efficient service delivery with stakeholders.
\u25cf Produce reports and dashboards on SLA performance.
\u25cf Support processes aligned with the company\u2019s management system (SIMS).
\u25cf Develop programmes and procedures to enhance productivity and performance.<\/p>\n\n\n\n
\u25cf Team leadership.
\u25cf Communication and reporting.
\u25cf Internal and client meetings.
\u25cf Incident, Problem, and Change Management.
\u25cf Improvement and management reporting.
\u25cf Training and knowledge sharing.
\u25cf Risk reporting and mitigation tracking.
\u25cf Continuous improvement initiatives.
\u25cf Service excellence culture.<\/p>\n\n\n\n
\u25cf Degree in Systems Engineering, Industrial Engineering, Process Engineering, IT, or related fields.
\u25cf 3\u20135 years in similar roles (operations, project, or customer management).
\u25cf Fluent English (C1 level or equivalent)<\/p>\n\n\n\n
\u25cf ITIL V4.
\u25cf Leadership and administrative training.
\u25cf Customer service training.
\u25cf Business Process Management (BPM).
\u25cf Knowledge of ISO standards.<\/p>\n\n\n\n
\u25cf Microsoft Office (Word, Excel, PowerPoint, Outlook).
\u25cf Advanced Solution Monitoring.
\u25cf AI-based tools.
\u25cf BI tools.
\u25cf Nagios and Splunk (desirable).
\u25cf EFQM (nice to have).
\u25cf Six Sigma (nice to have).<\/p>\n\n\n\n
\u25cf Problem-solving.
\u25cf Understanding of operational environment.
\u25cf Continuous improvement mindset.
\u25cf Process understanding.
\u25cf Cross-functional coordination.
\u25cf Efficient delivery.
\u25cf Results orientation.
\u25cf Learning agility.
\u25cf Teamwork.
\u25cf Customer focus.<\/p>\n\n\n\n