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Ficha de la oferta

Global Service Quality Manager (m/f)

- Servicios de RR.HH.

You have experience as Global Service Quality Manager? You worked previously in IT Quality Management and lead a team to ensure the coherent and effective delivery of consistent and repeatable processes as well as reporting required to deliver, support and improve technology services? This can be your opportunity to grow into a global role. Join PageSSC. Client Details Are you looking for a place to work that will inspire and challenge you? A place to unleash your potential? Then the PageGroup Barcelona Shared Service Centre (SSC), with its flexible, open culture and meritocratic structure is the place for you.

From 1976 and our first office in London we have grown into one of the world's leading recruitment consultancies, with 140 offices in 36 countries and over 7,000 employees. You could say the sun never sets on PageGroup - or your professional journey with us.

PageGroup is a global company made stronger through our multiculturalism and diversity - in Barcelona we have over 30 nationalities in one location. We are a diversity champion, winning awards in the UK and throughout Europe for our efforts. What our employees say about us helps us take the right direction - after all, being a 'Top Employer' in 8 European countries is no easy feat.

Find out more here: https://www.pagepersonnel.es/clientprofile/pagegroup-shared-services-centre Description Your responsibilities include:

* Build and lead the Service Quality Team with the user experience and expectations always front of mind
* Build and manage a strategy for bringing consistency to existing (GSD) and future ticketing tool, including reporting and its implementation
* Research, review, and analyse the effectiveness and efficiency of existing Service Management report procedures and systems and develop strategies for enhancing or leveraging these in order to provide an accurate and relevant service status to stakeholders
* Research and recommend key performance indicators in order to provide better intelligence in reporting
* Compile and maintain processes related to all standard reporting
* Work closely with both hub and function leads to define a common set of SLA's for all delivered services and maintain through the service live cycle
* Support the Head of Global Technology Support in the design and implementation of a Service Level Agreement concept
* Accountable for the Global Change Management process, including scheduling, coordinating and hosting, ensuring that each change is managed according to the agreed process
* Direct and coordinate the Major Incident process, coordinating activities of resolver teams including specialist support groups / third-party suppliers
* Monitor and in some circumstances manage escalating or potential service disrupting Incidents. Ensure accurate timely, proactive communications with key stakeholders through Incident / Major Incident life-cycle
* Contribute to design and development of Incident Management processes, tools, templates, documents and reports
* Communicate with internal stakeholders / 3rd party suppliers to highlight risks, issues, dependencies, conflicts and actions needed to improve service quality and stability
* Identify opportunities for improving service operations processes to drive cost and process efficiency Profile Your profile:

* Certifications in ITIL or other related IT Service Management Practices or commensurate experience. Advanced knowledge and experience implementing ITIL Service Management practices in medium to large IT organisations covering Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement
* 5+ years working with KPI's and performance management for IT services
* 5+ years of direct experience in IT Service Management, Transition and Operations
* 5+ years of IT team management
* Excellent oral and written communication skills in English
* Highly organised, data driven with strong analytic skills and attention to detail with the ability to analyse problems, determine and recommend solutions and drive the desired outcome
* Experience in defining and implementing KPI's and Scorecards for an IT service organisation
* Strong knowledge developing and analysing service metrics and trends Job Offer Our offer:

* Working in a young and multicultural environment with great team spirit
* Competitive salary based on skills and experience
* Based in Barcelona

Jefe(a) / Responsable
Global Service Quality Manager (m/f) (Informática)
1 Vacante(s)

Todas - Barcelona (Comunidad Autónoma Cataluña)


Experiencia Laboral Al menos 0 año
Estudios mínimos Licenciatura
Requisitos mínimos Certification in ITIL
Advanced knowledge & experience implementing ITIL Service Management practices
Excellent English
5+ years of direct experience in IT Service Management, Transition and Operations
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