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Service Operations Management

Alfragide

Descrição da posição

The service to be provided service operations management with focus on change enablement.

The role includes:

  • Manage and govern IT service delivery, ensuring agreed service levels, KPIs, and cost targets are achieved.
  • Build and maintain effective relationships with service providers, IT business partners, and stakeholders.
  • Maintain and improve service documentation, operational procedures, and configuration information.
  • Drive continuous improvement of services and operational processes to enhance efficiency, reliability, and scalability.
  • Support ITIL practices, including Incident, Service Request, Problem, Demand, and Knowledge Management.
  • Utilize advanced ServiceNow expertise to manage service management processes, workflow automation, reporting, and operational governance.
  • Apply Service Design principles to design, optimize, and govern operational processes, workflows, and controls that support effective service delivery.

Requirements

Senior Level - English fluent with advanced writing skills
Senior Level - 3 years working experience with digital solutions
Senior Level - Experience on service management delivery
Senior Level - Ensuring accurately risk assessment
Senior Level - Development of changes authorization framework and change schedule management.
Mid-Level - Proficient in ServiceNow
Mid-Level - Microsoft Excel & Office
Mid-Level - ITIL certification / knowledge
Mid-Level - Agile development methodology (pref. with certifications)
Mid-Level - Experience in creation & updating documentation
Mid-Level - Team player, willing to learn and adopt new skills

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