The Process Manager has responsibility for a specialist service management function within or for an account. They champion the Knowledge/Problem/Change/Incident Management processes within Service Delivery Management, monitor process effectiveness and make recommendations for improvement. They help to improve service standards using and building a comprehensive knowledge base, sharing best practice and liasing with customers (internal and external) to provide excellent service.
Delivers a specialist service management function within or into a account
Leads on elements of service delivery to lower management level within the customer(s) in order to deliver contracted service commitments & continual service improvements.
Contributes to the service partnership as part of one service team with internal and external customers.
Monitors, maintains and ensures compliance to their process specialisim
Continually reviews the process and associated activities for efficiency and effectiveness, and makes recommendations for improvement.
Analyzes and reports on details of issues and updates stakeholders accordingly
Implements solutions to identified issues
Produces and analyzes statistics to identify historical trends and knowledge gaps and provide relevant support and content via management reporting.
Participates in regular reviews to resolve issues / review processes with relevant parties, such as Service Desks, Operations, Account Team etc
Key Performance Indicators
Manage the resolution of incidents to agreed service levels
Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident
Act as point of escalation when closure of an incident is disputed by the user
Ensure the Incident / Change / Problem / Knowledge Management process, procedures and work instructions are adhered to by all relevant parties
Monitor and report on the effectiveness of the Incident / Change / Problem / Knowledge Management procedures
Competitive salary and bonuses;
Employment directly with Fujitsu with possibility of permanent contract
Work life balance with full-time schedules available and 25 annual leave days
Life insurance and Private health insurance extensive to family members and since the first day of employment
International career in a dynamic and enthusiastic environment
Training and internal career progression plan upon hiring
Several discounts available with our partners
The chance to get involved in our Social Responsibility program and participate in several initiatives with focus on wellbeing, diversity and inclusion, environment and our community
If you are moving to Portugal we also offer you the support of our Welcome Buddy to help you settle in.
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