Service Success Coordinator

hace 9 horas

Sant Cugat del Vallès, España Omega CRM A tiempo completo

**Omega CRM Consulting is looking for a Service Success Coordinator that would like to collaborate with one of the top global pharmaceutical companies.**:
The role is accountable for executing and coordinating operational tasks related to IT global support services, ensuring service quality, stability, and performance in alignment with defined SLAs. The position involves direct interaction with customers, vendors, and internal teams to drive service excellence, operational performance, and continuous improvement.

Key Responsibilities
- Monitor and follow up on KPIs for systems under responsibility.
- Organize and lead operational meetings for performance reviews with customers and support vendors.
- Conduct follow-up meetings with vendor representatives to ensure service quality, performance, and compliance with SLAs.
- Oversee service provisioning, capacity, stability, and operational excellence.
- Drive vendor operational management and continuous improvement initiatives.
- Manage and resolve customer escalations by coordinating available team resources.
- Build partnerships and maintain high-level relationships with customers and vendors.

**Must-Have Requirements**
- Minimum 3 years working in multicultural organizations.
- Minimum 3 years of experience in global IT support organizations.
- Fluent in verbal and written English.
- Strong people management skills (customers, teammates, and vendors).
- Service-oriented mindset.
- Knowledge of ITIL 4.0 framework.
- Experience using ServiceNow as a ticketing tool.

**Nice-to-Have Requirements**
- Additional language skills.
- Experience in similar multinational environments
- Exposure to continuous improvement methodologies (e.g., Lean, Six Sigma).

**What do We offer**
- Permanent contract.
- Flexible Schedule. We make it easy. Balance your professional and personal life.
- Trainings & Certifications. Improve your skills and get the official certificate from our main partners.
- Home Office.
- Flexible retribution (public transport ticket, Ticket restaurant,).
- Health insurance.
- OMEGA in action. Our commitment to a better society is not just an intention.

**About us**

Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data - all enhanced by AI.
Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end-to-end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact.
With over 23 years of experience, a team of 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain.
We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non-Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics.
Client satisfaction is at our core (rating: 4.9/5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia).
At Omega CRM, we believe in growth through people - guided by our values: #Talent, #Flexibility, #Commitment, and #Innovation. We grow #Together.

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