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Service Manager
hace 3 meses
Supervisar el funcionamiento del Service Desk de TI, asegurando la resolución oportuna y eficiente de incidentes y solicitudes de servicio.
- Supervisar las métricas de rendimiento del Service Desk e implementar estrategias de mejora.
- Proporcionar liderazgo y orientación al personal del Service Desk, fomentando una cultura centrada en el cliente.
- Desarrollar y mantener acuerdos de nível de servicio (SLA) con departamentos internos y clientes externos.
- Asegúrese de que los servicios de TI se entreguen de acuerdo con los objetivos de SLA y las expectativas del cliente.
- Identificar oportunidades para mejorar el servicio e implementar iniciativas para mejorar la calidad y eficiencia del servicio.
- Liderar el proceso de gestión de incidentes, coordinando la respuesta a incidentes de TI y minimizando el impacto en las operaciones comerciales.
- Facilite el análisis de la causa raíz y la resolución de problemas para evitar incidentes recurrentes.
- Implemente medidas proactivas para detectar y abordar problemas potenciales antes de que se agraven.
- Supervisar el proceso de gestión de cambios, evaluando el impacto de los cambios propuestos y asegurando su adecuada aprobación e implementación.
- Titulación Universitaria o formación similar en el área Informática o de Telecomunicaciones.
- Certificación ITIL o experiência equivalente en gestión de servicios de TI.
- Experiência previa en un rol de liderazgo dentro de la gestión de servicios de TI.
- Excelentes habilidades interpersonales.
- Capacidad comprobada para gestionar múltiples prioridades e impulsar resultados en un entorno acelerado.
- Experiência con herramientas de gestión de servicios de TI como ServiceNow, Remedy o JIRA.
- Capacidad para colaborar eficazmente con equipos multifuncionales y partes interesadas en todos los níveles de la organización.
- Compromiso con la mejora continua y la excelencia en la prestación de servicios.
- Un ambiente de trabajo en equipo y colaborativo.
- Oportunidades de desarrollo y crecimiento profesional.
- La oportunidad de trabajar en una empresa líder en la industria del comercio minorista.
Service Manager