794/2022 - Service Manager

Job description

We are looking for a Service Manager for our ongoing Operation! A challenging opportunity as we are growing our projects & solutions!


About the job

There is an immediate opening to join our growing team as a Service Manager.

The person in this role will be a key member of the company, working on challenging projects with national and international clients and will be responsible for managing team members, anticipate operational needs and interact with important stakeholders, on Syone’s as well as client side.

A strong candidate will be a natural leader, focused on KPIs and SLAs, sharp on problem-solving and attention to detail and a solid stakeholder mediator, namely in project’s scope management.


Responsibilities:

  • Manage service team members;
  • Delegate tasks to employees best positioned to complete them;
  • Anticipate service needs using proper leadership techniques and proven problem-solving methods, improving processes and ensuring the team is using industry-accepted best practices;
  • Guarantee proper contract obligations and parameters such as agreed Service Level Agreement (SLA) and Key Performance Indicators (KPI);
  • Monitor top tier customers to ensure a high level of response time and proper projects’ scope management;
  • Develop strong customer relationships;
  • Monitor P&L and support consultants in technical tasks, as well as Training Needs & Career Development;
  • Communicate with company executives and report metrics to keep the service aligned with their goals.

Requirements

Required Skills and Experience:

  • Master’s Degree in Computer Science or Management fields (or similar);
  • 2+ years of hands-on Service Management experience (in IT contexts);
  • Excellent understanding of existing Software Development best practices and methodologies (e.g. Agile/Scrum) to design, implement and automate processes;
  • Familiarity with entire software development life cycle, including test cycles;
  • Understanding multi-tier web application architecture and deployment;
  • Experienced in Process & Change Management and clear vision on procedures to support IT Services;
  • Great communication, focusing on moderation and coaching skills as well as active listening;
  • Experienced in people management skills, including performance evaluation e career development, in a fast-paced environment;
  • Excellent analytical and problem-solving skills, focusing on solutions and creative approaches;
  • Highly organized, detail oriented, extremely responsive and able to prioritize efficiently;
  • Self-motivated, with high performance working independently and with others;
  • Very Good English level, verbal and written (mandatory).

What do we value?

  • Project Management experience and/or certifications;
  • Previous experience with pre-sales interactions.

What can Syone offer me:

  • Integration in an organization with profound and sustained growth and involvement in pioneering projects with innovative technological solutions;
  • Strong IT & Management training plans;
  • Professional evolution with intervention in ambitious technological projects, both national and internationally.