Description

Dixtior is a Portuguese consulting company that perfectly combines the best of both worlds. We specialize in economics and information technology and use all our talent to create the perfect solutions, able to respond to the needs of each client.

It is this capacity for adaptation that leads us to adopt the philosophy "Think local, act global" and to cross borders. Because we want to bring our knowledge about business and technological solutions to any part of the planet.

Being at Dixtior is more than a job, it's a way of being.

At Dixtior, we don't just want your talent and creativity. We want you to be one of us. We're here to help you evolve and transform your world. So that you always take the Dixtior culture with you and also be able to shape the future of several companies. Are you ready to be a D/People?

JOB DESCRIPTION

We are looking for a professional to join an internacional project.

Responsibilities

The main activity of the project is the management of some helpdesks that provide application support. The Service Quality Manager must therefore have knowledge of IT and of certain theoretical aspects.

Tasks

- Drive and own the KPI framework for measurement and reporting of service delivery quality, and ongoing monitoring and analysis of internal activities;

- Represent the Service Assurance/Quality topics for top management;

- Perform internal reviews, inspections, and audits;

- Ensure that results of analysis are turned into improvements in cooperation with continual improvement and service delivery teams;

- Together with the team, provide process governance: ensuring SOPs (Standard Operating Procedures) are being followed and kept within SLA (Service Level Agreement);

- Take lead on service quality projects, reports, activities, and deliverables;

- Drive optimizing the service delivery through an end-to-end defined service flow;

- Ensure that Priority Matrix for incident qualification and procedure handling is most efficient to the business need;

- Take ownership of task and responsibility distribution within the team, and liaison with senior management in finding the best ways to contribute to success;

- Be in contact and attend meetings with the clients;

- Handle projects.

Requirements

- Excellent analytical skills with ability to troubleshoot problems and find root causes

- Team player with strong desire to assist and share knowledge and help others shine and grow

- Experience building reports and/or reporting frameworks in tools like Power BI, Excel, or BO

- Knowledge of the implementation of ITIL processes

- Knowledge of how a helpdesk works

- Excellent communication and interpersonal skills

- Ability to work independently, to easily adjust to changes, and stick to deadlines

- Strong, positive, pro-active problem-solving approach

- Strong observation and diagnostic skills with ability to give professional feedback

- Strong experience with PowerPoint, Excel, and other presentation tools

Nice-to-have:

- Project Management experience

- ITIL experience

- Formation: Bachelor's degree in Computer Science, Software Engineering or similar.

- Language: English and French at the B2 or higher level (of the European framework of reference for languages).

- Experience: 4 years of Service Quality Management experience required; 2+ years of proven track record of leading teams in the IT sector.

Benefits

- Allocation of health insurance since the beginning of the employment relationship;

- Delivery of work equipment adjusted to the performance of functions;

- Implementation of a hybrid work regime (face-to-face & telework) whenever possible;

- Payment of the food allowance on a meal card (exempt from legal discounts);

- And similar ones.

If you have...

... talent to respond to any challenge,

... open mind to new ideas,

... professionalism, integrity and humility,

... thought ahead,

... like to establish strong relationships...

Apply yourself via the link: https://dixtior.freshteam.com/jobs/2WjH-YjGesuN/service-quality-manager?ft_source=IT%20Jobs_3000167619&ft_medium=Job%20Boards_3000105970