Senior IT Service Manager
il y a 2 semaines
Company Description
We Cook iT is an international software house that delivers software development to its corporate customers by providing highly skilled, communicative IT professionals to build their customized products through outsourcing, nearshoring and turn-key projects’ solutions.
How do we differentiate ourselves? By investing in the professional growth and personal care of our software developers. We provide them with a premium service so that they can do the same for our customers.
Our talented team holds software engineers and sales experts, spread across offices in Europe and South America, and we represent a go-getting and driven company who aims to be an inspiring software house, knowing our future relies on IT.
We Cook iT stand for growth, support, dynamic, companionship and communication. Our head office is located in Portugal in the heart of Lisbon (Avenida da Liberdade) and we work mainly for the European market.
**Job Description**:
- Manage the development and implementation of services in order to meet the business needs;
- Ensure maximum uptime, accurate and early incident response, appropriate configuration management, proactive maintenance and tuning;
- Monitor and report on operations and on capacity consumption, and liaise with all (internal and external) stakeholders;
- Manage and coordinate the service desk activities, ensuring that incident, problem, change, configuration and release management is delivered according to quality plans (FQPs) and to quality levels agreed in the Service Level Agreement (SLA);
- Define KPIs, as well as the monitor and report on all quality indicators.
**Qualifications**:
- A minimum of 10 years of experience in IT service management out of which a minimum of 3 years of recent specialized experience in IT service management of customs-related IT
systems;
- Extensive knowledge of XML, XSD, ITIL, SLA, OLA, SMT;
- Extensive experience of large-scale service support, service delivery, and business continuity;
- Read and interpret BPM diagrams;
- Excellent reporting skills;
**Advantage will be, but not a must**:
- Experience working in teams using Agile or Scrum methodologies is an asset;
- Experience with Atlassian platform is an asset;
- Previous experience with project management is an asset;
- Bachelor degree or higher in Computer Science or related field is an asset;
- Experience in Customs development and operations is an asset;
Additional Information
We’re looking forward to hearing from you
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