IT Service Management Analyst │Porto or Lisbon

Talent Search People; Porto; Hybrid; EUR 42.000 - 60.000; Vollzeit

Benefits dieser Stelle

Annual Bonus (8%)

Hybrid Work Model (2 days onsite at Ĺ

Private Health Insurance

Nutrition and Psychology Consultations

Zusammenfassung

Talent Search People is seeking a delivery services professional to oversee IT Service Management across 51 countries. You will manage an outsourced Service Desk, drive performance, and partner with global stakeholders to enhance user experience and automation initiatives.

The role requires 3-5 years in ITSM, strong KPI/SLA know-how, and fluent English in a multinational setting. A hybrid work model and health benefits are provided.

Qualifikationen

• 3-5 years of experience in IT Service Management, Service Delivery, or Service Operations.
• Proven experience managing outsourced Service Desk providers and vendor relationships.
• Strong knowledge of KPI and SLA management.
• Experience in transformation or change management environments.
• Excellent stakeholder management and communication skills.

Aufgaben

• Manage relationship with outsourced Service Desk provider and ensure high-quality service delivery.
• Conduct service reviews, analyse performance metrics, and drive continuous improvement.
• Monitor and enhance user experience using service analytics and feedback.
• Support and improve AI-powered support solutions and automation initiatives.
• Identify opportunities to increase Service Desk efficiency and first-contact resolution.
• Collaborate with EMEA stakeholders to harmonise processes and support transformation initiatives.
• Act as trusted partner to Delivery Services Manager on strategic and operational topics.
• Drive change management activities and promote adoption of new processes and technologies.
• Prepare reports, dashboards, and presentations to support decision-making and performance tracking.
• Contribute to development of future service management capabilities and automation strategies.

Kenntnisse

IT service management

KPI & SLA management

Vendor management

Stakeholder management

Change management

English fluency

Ausbildung

Bachelor's degree

Jobbeschreibung

A multinational company and global leader in the chemical sector, dedicated to the production and distribution of medical and industrial gases, renowned for its commitment to quality and innovation.

As a key member of the EMEA Delivery Services team, you will drive service excellence across 51 countries by managing Service Desk performance, collaborating with global stakeholders and vendors, enhancing user experience, and supporting automation, AI, and service transformation initiatives. Key responsibilities include:

• Manage the relationship with the outsourced Service Desk provider, ensuring high-quality service delivery and adherence to agreed SLAs and KPIs.
• Conduct service reviews, analyse performance metrics, and drive continuous improvement initiatives.
• Monitor and enhance user experience by leveraging service analytics, user feedback, and operational insights.
• Support and improve AI-powered support solutions, including chatbot and automation initiatives.
• Identify opportunities to increase Service Desk efficiency and first-contact resolution rates.
• Collaborate with stakeholders across EMEA to harmonise processes and support service transformation initiatives.
• Act as a trusted operational partner to the Delivery Services Manager, providing support on strategic and operational topics.
• Drive change management activities and promote adoption of new processes and technologies.
• Prepare reports, dashboards, and presentations to support decision-making and performance tracking.
• Contribute to the development of future service management capabilities and automation strategies.

Requirements

• Bachelor's degree in Information Technology, Business Information Systems, Engineering, or a related field.
• 3-5 years of experience in IT Service Management, Service Delivery, or Service Operations.
• Proven experience managing outsourced Service Desk providers and vendor relationships.
• Strong knowledge of KPI and SLA management.
• Experience working in transformation or change management environments.
• Solid understanding of user experience principles within IT support services.
• Excellent stakeholder management and communication skills.
• Fluent English, with the ability to work in an international environment on a daily basis.
• Strong organisational skills, with the ability to prioritise effectively and manage multiple initiatives.
• Annual Bonus (8%).
• Hybrid Work Model: Only 2 days per week onsite at Lionesa Business Hub.
• Private Health Insurance.
• Access to Nutrition and Psychology Consultations.