Description

Crossjoin Solutions is a company with worldwide references in technology consulting specialized in Business Process Performance Optimization.

We have headquarters in Lisbon and projects in several countries such as Belgium, United Kingdom, Chile and Canada.

Crossjoin Solutions is looking for excellent talents to join our team and onboard high profile projects.

The profile:

Crossjoin Competence Center (3C) delivers its services remotely, teams are organized to work on a daily basis on what is considered by our client to be the focus points.

We are searching for a 3C Technical Service Manager (TSM) role that conducts somehow similar to Scrum methodology, a daily standup with the client to gather new work and provide status about the progress, as well to be the first to react to incidents guaranteeing that the 3C team is onboarded. 

The 3C TSM role has the technical background to understand the high level the how and what the 3C team delivers, but very good communication skills to be able to negotiate, present and challenge the client or its teams.

Requirements: 

• Bachelor's or Master’s degree in Computer Science or a similar area;

• Between 4 and 6 years of experience in an IT environment as a team leader/delivery manager involved with the technical team and client;

• An understanding and passion for delivering excellent IT support and customer service;

• Very good technical knowledge of common business systems and software; 

• Experience on building control frameworks (SLA delivery control, team capacity control, KPI delivery control, strategic KPI dashboards and team management);

• Availability to travel for medium/long periods of time (after Covid-19 pandemic situation stabilizes);

• Legal requirements to work and live in Portugal;

• Good written and spoken English language skills.

Nice to Have:

• Experience working in a Scrum environment is a plus. 

Responsibilities:

• Conduct daily stand ups with the client providing status about 3C work progress and gather/identify new opportunities and work to accomplish by 3C;

• First escalation point for customers, and single point of contact within 3C team for incidents that occurs at client environments, jump/react to meeting invitations from client to gather information about the incidents; 

• Ensure 3C focus on the work that is most important to accomplish according client urgencies, find techniques for effective work Backlog management;

• 3C team capacity management for peaks of work;

• Causing change that increases the productivity of the 3C Team;

• Ensure and oversee the delivery, implementation and confirmation of all recommendations and initiatives to solve client's major incidents to ensure service is delivered as agreed;

• Identify operational risks to service and ensure mitigation actions are put in place.

We offer: 

• Integration in a dynamic, goal-oriented and cooperative team;

• Health Insurance;

• A well defined career plan;

• Excellent remuneration package;

To apply, you should send your CV to the e-mail [email protected] with the referral CJ_TSM.

With the submission of your application you authorise the treatment and storage of your personal data within Crossjoin Solutions, Lda database for this recruitment process and/or other future opportunities.