Área e especialização profissional: Informática, TI, Telecomunicações - Suporte TécnicoNível hierárquico: DiretorLugar de trabalho: Gravataí, RSRegime de contratação: Efetivo – CLTJornada: Período IntegralLocalização: Luanda, AngolaResponsabilidadesThe Technical Service Manager will work as a team with our Senior Managers to ensure our Technical Staff have the information and tools required to exceed our customers' expectations by providing timely, reliable, and professional service. Responsible for all customer service agreements within the assigned business area including the functional, financial and commercial performance of those agreements.To manage and lead customer service and Operations teams in a complex environment by:Exercising direct control and management over the operational budget and spend.Being responsible for the headcount planning and resource allocation.Being accountable for the continuous development of individual skills of staff as well as the overall capabilities of the organization.To evaluate and re-engineer the work distribution and ways-of-working within the service management domain to be optimal and efficient. Manage Forecasted Costs, Planned Costs, Actual Costs, Cost Variances, Schedule Variance, Cost to Complete, Cash-Flow, Billing, and Revenue. Take ownership to deliver best-in-class and highly competitive integrated customer service solutions to SITA's customers. Manage stakeholder expectations, and proactively communicate between all stakeholders to ensure all parties are aligned and all issues and conflicts are resolved leveraging openness and honesty. To proactively manage the escalation and crisis management process to ensure customer dissatisfaction issues are addressed in an early phase. To provide general leadership and direction for customer service, operational performance, maintenance and service delivery of SITA systems, products and solutions. Oversee our technical service team composed of Sr Technical Associates. Ensure that all customers are receiving top-level service and that service levels are met.RequisitosBachelors degree in IT, Telecom or Business, or equivalent (preferably Computer Science/Engineering).ITIL Service Management Certification Intermediate Level + ITIL Foundation 2011 certificate.Technical certificates CCNA, RedHat, VMware and Microsoft Certificate. MP Certificate is a plus.7+ years of relevant SDLC delivery management.5+ years of experience running a distributed team of 30 or more people, including contractors.5+ years experience in Customer Service, preferably in a global organization and Service Provider environment.Experience in IT Service Management processes and concepts.Experience in project costing.5+ years experience on change and/or project management.5+ years experience in IT domains.Must have dealt directly with external customers delivering to SLAs.Experience of working in the Airport / Airline industry preferred.Six Sigma, Agile Service Management, or DevOps are a plus.Advanced English communication skills, both written and verbal, including advanced business writing skills (will be tested).
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