Service Manager

Description

Job Summary: We are seeking a Service Manager to join our Field User Support team, enhancing workplace productivity and ensuring business continuity. Key Highlights: 1. You will join a startup-spirited company driven by challenges. 2. You will enhance workplace productivity and business continuity. 3. On-site installation, maintenance, repair, and supervision of products. #### **Humanizing Technology.** We are a large company with a startup spirit. We operate through expert knowledge units that collaborate closely with one another. Therefore, we seek **curious individuals**, **motivated by challenges and eager to grow personally and professionally**, who wish to join our team to make a **positive impact** on the world through technology. **ARE YOU READY FOR THE CHALLENGE?** ------------------------ As a **Service Manager**, you will join the **Field User Support** unit. Within this area, we boost workplace productivity through user support services, support centers, and other solutions for a smooth and efficient work environment. This support **can act proactively or reactively to resolve issues and thus ensure business continuity.** Our field IT services team **handles on-site installation, maintenance, repair, and supervision of products at our customers’ locations.** **WHAT WILL YOU DO DAILY?** ------------------------------- * Operational monitoring * Daily oversight of service incidents, requests, and tasks. * Verification of SLA compliance and adherence to committed deadlines. * Identification of operational deviations and communication of detected risks. * Tracking corrective actions until closure. * Service coordination * Coordination of daily activities with assigned technical teams. * Monitoring of scheduled interventions. * Management and escalation of critical incidents or operational blockers. * Coordination with other internal departments to ensure proper service delivery. * Reporting and control * Preparation of periodic activity and SLA compliance reports. * Preparation of documentation for follow-up meetings. * Analysis of operational metrics and identification of trends or recurring incidents. * Maintenance of up-to-date service dashboards and performance indicators. * Customer relationship * Handling of customers’ operational inquiries. * Follow-up on agreed commitments. * Participation in operational follow-up meetings. * Reporting on service status and ongoing actions. * Document management * Maintenance of updated operational documentation. * Updating procedures, inventories, and service records. * Ensuring accurate traceability of performed actions. * Continuous improvement: proposing enhancements to operational processes. * Identifying opportunities to optimize resources and procedures. * Collaborating on service improvement initiatives. * Position-related KPIs: % SLA compliance. * Timely report delivery. * Documentation quality and currency. * Tracking and closure of corrective actions. * Customer satisfaction within the operational domain. * Fulfillment of commitments made during follow-up meetings. **WHAT DO WE EXPECT FROM YOU?** ------------------------- * **Education**: Higher Vocational Training Cycle in Computer Systems or a university or technical degree in related fields such as Engineering, Electronics, Telecommunications, or similar. * **Languages** + Spanish and Catalan; English: intermediate/advanced level #### **WHAT WILL YOU FIND AT SEIDOR?** * **A diverse team**. We respect differences that make us more human. * **Team spirit**. We work collaboratively and learn from each other. * **Flexibility and work-life balance**. Remote work is part of our DNA. We promote flexible working hours and offer a condensed workweek on Fridays and during July and August. * **Continuous learning**. Training in languages, technical skills, certifications, etc. * **Personalized career development**, empowering you to decide how far you want to go. * **Autonomy**, and the opportunity to propose and drive new initiatives. * **Flexible compensation program**: daycare vouchers, meal vouchers, transportation vouchers, and private health insurance. * **Exclusive discounts and special conditions** on technology, leisure, travel, etc. * You can participate in **social responsibility and environmental initiatives**. * If you have international aspirations, **we operate in 45 countries**. **Join our team and help us humanize the world through technology!**