Service Manager H/F - Verisure

Verisure is a global leading provider of professionally monitored security solutions. We are a fast-growing international company with a start-up mindset-agile, lean, and driven by high performance and strong values.

We are looking for a detail-oriented service manager to manage the operation and execution of activities within the IT Service Management environment. The service manager's responsibilities include providing the highest level of business service and developing lasting business relationships. The service manager maintains a strong working knowledge of all industry standards and practices as well as the company's products and services.

Main responsibilities
- Responsible for the end-to-end service (SLA) of the main functional processes that we offer to our customers
- Accountable for maintaining service KPIs of offered business processes within defined parameters by performing :

- Proactively monitoring those KPIs
- Autonomously driving improvement actions among the different teams of the organization and ensuring follow-up on these actions
- Maintaining a continuous contact with countries and key business stakeholders to get an adequate feedback loop
- Maintain a high-level understanding of these functional processes.
- Take a proactive role in coordinating critical releases that have a significant impact on these processes.
- Responsible for IT incident and problem management processes, including :

- Developing best practices in collaboration with the teams
- Tracking data and metrics to support continuous improvement of these work processes
- Lead the high-level coordination of critical incidents across technology and business interface to activate the appropriate mechanisms to reduce Time to Restore.
- Control and continuous improvement of the operation management processes (Incidents, Requests, Changes, Problems, Releases, Service Level Control) according to ITIL standards.
- Collaborate and proactively work with the team to achieve the agreed objectives by understanding common goals. Share, manage and deal with issues in an open manner with a proactive and open-minded attitude

Requirements
- + 5 years of experience in IT service management
- Extensive experience in the IT Services sector gained in organizations where IT is considered critical to their successful operation
- ITIL Certified
- A background in consultancy or outsourcing is desirable

Competences
- Fluent in French and English (written and spoken)
- Excellent communication and stakeholder management.
- Organized, methodical and responsible
- Proactive, autonomous, and collaborative mindset
- Ability to work under pressure

Location

The role could BE located in Antony (France) or Madrid (Spain)