Descrição da Função

Your New Company

Elementis is a global specialty chemicals company, with over 1,300 employees working at 23 locations across the globe. They create high-value specialty additives that enhance the performance of their customers’ products and make a positive change in the world.

Elementis is establishing a new office and modern laboratory in Porto, Portugal. They offer exciting roles in Research & Development, Human Resources, Finance, Logistics, Customer Service, Regulatory/Product Stewardship, Sales & Marketing, providing a diverse range of opportunities to grow and make an impact. Most of the roles are regional or global.

Your New Role

The Service Manager leads and delivers IT service to users in the European region and provides support and co-ordination for the 5 service support analysts in the Europe and Asia regions and external 3^rd parties.  The role works in partnership with the Service Manager in the US.  IT service is delivered to Elementis employees throughout its international operations that include the US, UK, EU, Brazil, Taiwan and China and our R&D lab based in Porto.  IT service is fundamental to Elementis day to day operations.

As an European Service Delivery Specialist, you will be responsible for:

1. Service management

• You supervise daily IT service to users in the European region working with the available service analysts and 3^rd parties. A core part of your responsibility is to prioritise the ticket list.
• You train and share best practice with the other Service team, in particular, the Asia and 3^rd party team members, to assist and enable them to provide a good, consistent service.
• You assess service performance and recommend, justify and implement improvements.
• You manage escalations and service blockages to identify and resolve issues or problems that may affect the delivery or quality of service, such as troubleshooting, support and prioritizing competing claims for attention.
• You identify and recommend improvements to existing approaches based on industry best practices and current technology trends.
• You oversee multi-customer communications so that the user community is informed and aware.

2. Service delivery

• You respond to queries and requests from users via phone, email, chat or ticketing system.

• You guide and train users about how to use IT systems and applications effectively. Support R&D colleagues in effectively using their digitally-enabled lab equipment.

• You engage professionally and collaborate with a diverse group of executives, managers, and subject matter experts. 

• On rotation with the rest of the Operations team, you will act as a duty manager and incident manager.

3. Managing external services and providers

• You assess and make recommendations regarding the purchase of devices and support services. 
• You support the Senior Operations Manager to manage and optimise contracts with vendors, service providers and licenses.
• You establish and monitor service level agreements, key performance indicators (KPIs), and metrics to measure and improve the performance and quality of contracted IT services.

4. Best practice

• You keep up to date with the latest IT trends, developments, and best practices, and ensure that the IT service is aligned with the operational and compliance requirements of Elementis.

Wha you will need to be Succeed

• Bachelor’s degree in Computer science, Information Systems or related field;
• 5 years’ of experience in hands-on, service management or delivery role in a global heterogeneous technical environment;

• 2 years of experience in team leadership to demonstrate ability to co-ordinate and lead the IT Support Analysts;

• MS365, Active Directory and ServiceNow;
• Knowledge of service management operating methods;
• Strong analytical skills required;
• Strong system diagnosis, problem solving and analytical reasoning skills;
• Excellent communication skills, communicating clearly and effectively both written and oral across internal teams and other partners;
• Fluency in English - verbal and written.

What the Company can Offer you

This position will have a hybrid regime with a minimum of 3 days in the office. Whilst this role will be based at the Porto Hub, there will be occasions where you may be required to travel to other Elementis sites. 

Next Steps

If you're interested in this role, click ' Apply Now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

Contacto

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