Description

Our client is a leading bank in Europe, and one of the 10th largest banks in the World. It has a presence in 80 countries, with more than 200,000 employees. We’re looking for talented Functional Support Analyst that will join our team located in Lisbon.

Key Responsibilities:

- Team management including resource and work allocation management.

- Ensure reports are produced in line with the internal schedules to ensure the commitment in client SLAs are maintained for service report delivery.

- Run monthly forums including, but not limited to, Continuous Service Improvement, whereby various datasets are gathered and presented to the correct stakeholders

- Production of various forms of dashboards and scorecards

- Fact find within the organisation to be able to link and map services which are geographically distributed, back to applications and associated SLAs

- Ensure that appropriate systems architecture is in centrally collated and has a relevant associated signoff

- Identify opportunities for process improvement, seek approval and follow through to deliver the change, managing all stakeholders in a positive manner throughout the process change

- Assist to manage BAU volumes, where necessary work as an effective member of the Service Reporting team

- Develop good working relationships with various local and global teams

- Liaison with all global application support communities to meet requirements and produce deliverables

- Where necessary, assist with other disciplines within the wider team

- Adhere to and respect appropriate departmental procedures processes and practices

- Clear understanding of the inter process dependencies and ensuring that all processes share information and adhere to a global continuous service improvement methodology

Competencies required for the role:

- Solid and demonstrable experience of senior levels of service reporting, preferably within the financial industry

- SLA writing experience

- A good understanding of the service delivery / production support environment

- Dashboard and Scorecard creation experience

- Customer centric approach to work

- Ability to adapt and remain calm under pressure

-  Good presentation and communication skills: written and verbal

- Focused on innovation and continuous improvement within new and legacy pieces of work

- A quick learner and a team player

Desired:

- Experience in SLA management would be a distinct advantage

- Experience in client contract negotiations and/or vendor management would be an advantage

Qualifications required for the role:

Essential:

- Previous team leader/management proven experience

- 3+ years of experience of management reporting support

- Microsoft Excel – Advanced Level

- Microsoft Powerpoint – Advanced Level

- Knowledge of a wide range of ITIL processes

- ITIL Foundation certification

We provide:

- Remuneration according to the knowledge demonstrated;

- Participation in attractive and motivating projects;

- Career development with integration in technologically, advanced environments and dynamic teams.

Send your CV to:

https://www.winprovit.pt/Opportunities/service-reporting-team-leader_win1901828