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Service Manager

hace 3 meses

Barcelona, Barcelona, España Set Europa A tiempo completo

Nuestra empresa cliente es el primer grupo editorial y de comunicación español de capital familiar que lidera una amplia oferta al servicio de la cultura, la formación, la información y el entretenimiento audiovisual.

Hoy en día, el grupo se ha convertido en una multinacional que combina una sólida tradición empresarial con una gran capacidad de innovación y una vocación europea e internacional, con una presencia especialmente destacada en España, Francia, Portugal y América Latina.

En este momento precisan incorporar un Service Manager para liderar el área de operaciones asignado, garantizando un modelo estándar, repetitivo y competitivo de Gestión de Servicio de las Soluciones Tecnológicas del grupo.


Funciones

  • Supervisar el funcionamiento de las diferentes aplicaciones de la compañía de su ámbito de influencia.
  • Dirigir y supervisar el trabajo del Service Team, proveedor/es de mantenimiento y soporte de las aplicaciones, servicio AM en su ámbito de influencia.
  • Gestionar la definición de los acuerdos SLA (Service Level Agreement) y los KPI (Key Performance Indicator), y garantizar su cumplimiento.
  • Analizar los problemas o necesidades expresados por negocio/proyectos y priorizarlos para su gestión.
  • Proponer mejoras de los procesos para alcanzar los objetivos operativos.
  • Desarrollar planes de problem management y service improvement.
  • Implantar las mejores prácticas y tecnologías ITSM más recientes y útiles.

Aportando beneficios en las áreas:

  • Mejor adaptación al cambio y optimización de los procesos ágiles.
  • Reducción y resolución rápida de cualquier problema IT.
  • Mayor satisfacción del cliente.
  • Aumento de la productividad y alineación con los objetivos empresariales del equipo.
  • Mejora de la eficacia y la escalabilidad de los procesos internos.
  • Mejora del soporte IT.
  • Mejor definición de funciones y responsabilidades dentro del equipo.
  • Ingeniería Informática o similar.
  • Al menos 3 años de experiência desempeñando funciones de Service Manager en departamentos de desarrollo software
  • Conocimiento de las mejores prácticas de IT Service Management y de IT Operations.
  • Conocimiento de la herramienta Jira Service Management y Jira Software, así como herramientas ALM.
  • Conocimiento de los framework de IT Service Management más utilizados, por ejemplo, ITIL (Information Technology Infrastructure Library). Se valorará certificación.
  • Se valorará conocimiento de Dynamic 365 Sales / Marketing / CE.
  • Experiência Project Manager/Service Manager en proyectos de implantación de CRM, preferiblemente en Dynamic 36
  • Liderazgo y comprensión analítica
  • Capacidades de comunicación avanzadas, tanto verbales como escritas en Castellano e inglés.
  • Ser un buen solucionador de problemas, capacidad de análisis y abstracción.
  • Habilidad para coordinar múltiples equipos para asegurar que se cumplan los tiempos informados de entrega.
  • Capacidad de trabajo en equipo.
  • Capacidad de gestión de proyectos y personas.
  • Gran capacidad de seguir metodología y priorización de peticiones