Service Owner - Latam

Pluxee; Barueri; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A global employee benefits firm is seeking a Service Owner for LATAM to manage service delivery and ensure adherence to Service Level Agreements. This role involves optimizing service processes, facilitating communication between teams, and identifying opportunities for improvement. Ideal candidates will have experience in service management and strong problem-solving skills. The position emphasizes building effective relationships with internal and external teams and planning for the service's future.

Qualificações

• Experience in managing service levels and SLAs with stakeholders.
• Ability to optimize service delivery processes.
• Strong communication and relationship-building skills.

Responsabilidades

• Oversee the creation and communication of a service catalogue.
• Ensure adherence to Service Level Agreements.
• Identify service improvement opportunities and implement necessary changes.
• Facilitate communication among teams for service issues.
• Plan for the future of service management.

Conhecimentos

Service management expertise

Incident management

Change management

Stakeholder management

Technical problem solving

Descrição da oferta de emprego

Pluxee is a global player in employee benefits and engagement that operates in 31 countries.

Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.

Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.

Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.

Employee Contract type: Permanent Regular

Your next challenge

As a Service Owner for LATAM, you will report to the Global Service Management Office Director and is part of the Technology Operations & Platforms Competence Center. You will work closely with the local Technical / Functional Expert, local development team, the digital factory and the suppliers.

Overtime, you will oversee creating and communicating a service catalogue and will be instrumental in on‑boarding / rolling‑out new releases.

You also

• Represent the service across the organization
• Ensure adherence to the Service Level Agreement
• Play a significant role in the achievement of overall customer satisfaction for the service
• Identify improvements in the service
• Ensure overall success of all related processes (mainly Incident, Problem, Release, and Change Management)
• Operate at scale and provide the connection between multidisciplinary IT areas and stakeholders.

What you’ll be doing

• As the service Owner, you are responsible for warranty attributes of the service (availability, performance, continuity), as well as for building and defining the service levels both with internal and external stakeholders (service definition, Sla formalization with countries, SLA contracted with partners, etc.).
• Enable actions to ensure the rapid, efficient, and effective restoration of the services—ensure the SLA and service KPIs are met—optimize development and maintenance of existing services under your scope—when required, you will lead technical assessment to improve systems, processes, tools, etc.—assist with technical problem solving and provide technology project plan for major upgrade or change.
• In such cases, you will also be responsible for clearly defining and quantifying each step, as well as establishing concrete deadlines for each project milestone and deliverable to bring stability and efficiency to existing services.
• Ensure that implementation and management of IT services using defined Pluxee principles, processes, and methods—specify and ensure deployment of operational requirements (non‑functional requirements—need for responsiveness, availability, performance, capacity, and security of the service—participate in various ceremonies of Development Squads to facilitate the collaboration of Development and Operation teams).
• Provide input to the Continual Service Improvement process (CSI)—ensure the service quality criteria for each Release have been met—act as a point of escalation for the service (see the Service escalation matrix)—facilitate communication between teams and stakeholders for service issues (incidents, changes, releases,..)—provide recommendations for service‑related priorities—identify improvement opportunities to ensure the processes and tools are effective and efficient—initiate and review appropriate action to ensure that all parties involved are familiar with the service delivery and support and follow relevant processes.
• This includes external suppliers (contractors and vendors).
• Monitor and review operational and support data from the service perspective to ensure the achievement of SLA and service KPIs.
• Initiate appropriate corrective action if required.
• Manage the risk of operating the service.
• Plan for service future.
• Build effective and healthy relationships between the internal and external teams involved in managing the service delivery.