Descrição da Função

Your new company

Is a final client, diplomatic entity working with the purpose of improving people’s lives in all aspects.

Your new role

As the IT Service Delivery Manager, you will manage all aspects of Service & Operations (including Service Management, Service Desk and IT Operations). You will be responsible for ensuring that the service & operations team (internal service providers) and its suppliers (external service providers) deliver the best possible user and customer experience.

Responsibilities

• Running and managing an IT service desk function. This includes the line management of three onsite technical resources (2nd/3rd line support) and supplier managing three external service providers who provide infrastructure and application support services.
• Managing service desk operations, incident resolution, request fulfilment, change management and problem management to agreed service levels (SLAs).
• Optimising service delivery processes, enhancing customer satisfaction, and driving continuous improvements in IT service quality.
• Will act as the service conscience for Technology protecting the Institution from introducing new technology or making changes to existing IT services which could present a material risk to business operations.
• Ensure that the internal and external service providers have absolute clarity on their responsibilities

What you will need to succeed

• A bachelor’s degree in computer science, Information Technology, or a related field is required.
• 8+ years of experience in IT service management, IT operations, or a related field is essential.
• Experience using Manage Engine ITSM tool or a similar ITSM tool to manage service tickets
• Experience of supporting Microsoft based desktop software including Office 365, MS Teams, OneDrive, SharePoint.
• Relevant certifications in IT service management, such as ITIL Foundation, ITIL Practitioner, or other ITSM certifications, is required.
• Proficiency in English.

Who we are

I am an IT Recruitment focused on permanent roles in Lisboa. I help professionals develop their careers and ensure that organizations are supported by the best talent.

In today's market, there are no limits to technological talent and no limits to the pace of change for companies. We have built a leading human network in this digital age. Our mission is to meet your aspirations in the sense of working together and successfully combining the best professionals with companies.

The relationships we establish with professionals and our many years of market experience allow us to share global and current insights. So, if you are looking for a new challenge or if you are recruiting for your team, talk to us.

Because at Hays we work for your tomorrow.



What you need to do now

If you are interested in this opportunity, please send us your updated CV. If you're looking for another type of professional challenge, contact us to discuss other career opportunities, always in complete confidence.
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Contacto

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