Reporting to the Global Tech Service Management area, you will be accountable for process and maintenance, design and improvement of the service management processes as necessary to achieve the objectives of the business.
This position is expected to be responsible for delivering an exceptional service experience to our customers (internal and external), managing day-to-day operations, and preparing Tech Service to meet the Farfetch needs.
We are hiring leaders who want to run a service business and be part of a revolutionary and unprecedented part of history here at Farfetch, as we transform the way we view Service.
What you'll do
Accountable for the overall quality and overseeing of the management and compliance with the procedures, data models, policies, and technologies associated with the service management processes
Service management processes Design
Ensuring that the service management processes are fit for purpose
Service management processes Improvement
Promote and reinforce adherence to the process and policies associated with Incident, Problem and Knowledge Management
Ensure the design of the service management processes aligns with the business and industry best practices
Create and maintain reporting mechanisms and communication plans
Work in conjunction with Continual Service Improvement
Be the single point of contact between the local Business and Tech area for service subject.
Who you are
Graduated in Information Systems or related field
A professional with 5+ Year of working experience with at least 2 years’ experience in Service Management
Demonstrated sense of urgency and willingness to provide exceptional customer service
Able to easily build relationships with the different players of the tech area, at different levels of the organization
A professional with good attention to detail, and ability to assimilate, sort through and aggregate complex information quickly and effectively
Professional approach when dealing with internal and external customers, including clear and concise written and verbal communication skills, both in Portuguese and English, with the capability to communicate at multiple levels in the organization
Experienced in working in large scale organizations on a multi-national level with a multicultural team is a plus
Proficient with Confluence and JIRA tools is a plus
ITIL certifications are a plus.
Interested in this opportunity? Please apply here :