We are looking for a Junior Service Manager to join our ServiceNow team.
Key responsibilities:
Assist the Customer Service Manager to align with client business strategy, roadmap, and platform governance;
Support the development of a tailored ServiceNow platform roadmap for the client;
Monitor and manage platform performance, ensuring SLA attainment and respect contractual obligations;
Understand the ServiceNow platform from a technical point of view and coordinate platform updates, together with the Customer Service Manager;
Implement the governance model customized to the account/client/application specifics;
Manage stakeholder relationships, serving as the first point of escalation, along with the Customer Service Manager;
Provide specific account training for stakeholders (internal or customers);
Clarify requirements with the customer and communicate them back to the development team for technical feasibility analysis;
Keep up to date with ServiceNow features and knowledge;
Be responsible for planning and coordinating day-to-day activities required to carry out operational and development tasks;
Coordinate a team of developers in order to deliver new features and functionalities for various customers;
With the help of the Customer Service Manager, ensure the availability, capacity, and the skills needed in the development team, based on the customer's requirements;
Participate actively in strategy meetings and adjust operations according to the agreed directions.
Job Requirements:
Knowledge of the ServiceNow platform, including its various modules and the ability to evaluate the impact of customizing and configuring the platform to meet specific business requirements;
Understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages, including but not limited to: Incident Management, Problem Management, Change Management, Knowledge Management, Availability Management, Continuous Improvement, Service reporting and KPIs;
Proven ability to take initiative, work independently, and quickly learn new skills;
Action and results oriented, ability to manage multiple priorities is also expected;
Relevant experience in service management and/or project management, including coordinating cross-functional teams;
Exceptional communication skills, with a focus on attention to detail and strong customer-facing abilities;
Skilled in solving problems creatively and adapting to changing requirements.
What we offer?
Competitive salary with 14 installments/year and meal vouchers.
Special referral bonuses for recommending your friends;
Possibility to follow trainings via Stefanini LinkedIn Learning, IT and soft skills training provided by our specialists.
Opportunities for professional development in a stable multinational environment.
Exposure to an international environment as part of a multicultural team spread across Europe.
Diversity & Inclusion:
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!
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