Data?1548511213
Client Support Manager @ Randstad Portugal

Description

Randstad Professionals is looking for a Client Support Manager (m/f).

Randstad Professionals is specialized in the recruitment of middle and senior positions.

Our client is a company that developes software and it’s currently seeking for a Client Support Manager (m/f) for their offices in Porto.


descrição da função/job description
Main Responsabilities:

1. Support Team Management
- Ensure the local administrative organization and daily management of the teams, some working 24/7 or in extended hours;
- Define resource requirements and ensure recruitment and integration within the subsidiary and support department;
- Provide initial training and continuous development of employees' skills according to the identified needs;
- Accompany the teams when necessary on the technical level, as well as on the procedures/ processes to be followed.

2. Management of the Activity
- Supervise the incident management and level 1 incidents based on priorities and SLA (Service Level Agreement);
- When necessary, define, communicate and ensure the application by the teams of specific instructions;
- Ensure a regular oversight and communicate performance indicators of the support level 1 teams;
- In case of crisis management or in case of dissatisfied customer, be the connection point between support level 1 team and ensure the communication with the client;
- Manage activity reports to for the managers.

3. Continuous Improvement
- Identify and apply improvement measures, particularly in terms of organization, procedures and tools at the support team level 1 and ensure overall consistency at the support department level;
- Participate, when requested, in customer meetings (e.g.: monitoring of customer backlog/ specific customer action plan);
- Participate in cross-functional projects of the support department: internal support site, cross- functional processes with Cloud Ops...


requisitos/requirements
Experience Requirements:

- Level 6/7 in IT (Information Systems Managements or similar);
- Experience as Team Leader (> 2 years);
- Good communications skills;
- Ability to manage priorities and make high-stakes decisions;
- Fluency in French;
- Good level of English;
- ITIL certification would be a plus.

oferta/offer
Offer:

- Attractive wages and benefits;
- Excellent work conditions and environment.

para se candidatar/to apply
https://www.randstad.pt/emprego/RP-2020-82708