Service Delivery Management

Timestamp Group aggregates several leading Portuguese IT solutions and services companies around the concepts of excellence and knowledge sharing. We are committed to technological leadership, based on the quality of our service and technological solutions, supported by continuous training and certification.

Responsibilities:

• The Modern Device team: For the roll-out of Windows Edition V2 and the BAU QoS working on this product as well as the Windows Basic legacy product.

• The service will need to have a good expertise of all underlying aspects of the product architecture. Expertise of Intunes is clearly important.

• Secure Incident, Problem, change processes are performed according to the global standards.

• Control Cap Gem (or other new vendors), GSC and other third parties / X-shoring operations.

• Managing the Monthly Operational Governance with Market stakeholders : SLA/KPI, key facts of the months, pain points, specific plans…

• Managing a continuous QoS improvement plan.

• Setting up, jointly with Product Managers, the Product TOM.

• Validating all quality objectives are met before moving a product or feature into production.

• Securing the roadmap to run defining and applying the “golden rules” to make a Product eligible to Production (operational readiness) and remediation plan is followed where status is not green everywhere.

• Service Reporting

Main Skills:

• Minimum 6-8 years of expertise in IT Service-related industry

• University degree with IT or Business orientation

• ITIL Service Management Certificate Qualified (or equivalent)

• Expertise of key aspects of Service Delivery processes and business characteristics

• Managing Client relationships

• Interface within a global enterprise organization

• Specific expertise in IT Service chain and incident, problem and change processes

• Practical and structured of ITIL Service Delivery processes, the service needs to be aware of the maturity of existing processes 

• Quality systems (i.e. Six Sigma)

• Data privacy, compliance, as well as security issues and SOX compliance requirements are appreciated

Language Skills: 

• Multi-cultural environment, English environment, French is a plus

Employee Benefits:

• Health insurance
• Flexibility in organizational routine
• Training and certifications
• Employee Support Program (in 5 areas, including psychology)
• Birthday and seniority gifts
• Monthly Happy Hour
• Benefits portal with attractive offers