BAS Customer Lead (Technical Services Team Manager) Lisboa

BAS Customer Lead (Technical Services Team Manager)
Lisboa
Lisboa, Lisboa, Portugal

1. About the role:

The BAS Customer Lead (Technical Services Team Manager) is responsible for managing a technical team, ensuring service delivery, and acting as a primary point of contact for customers, vendors and internal teams.

This role combines technical expertise with leadership and customer service skills.

1. 1. Core Competencies:

- Process Management:

Monitoring, maintaining, and ensuring compliance with processes.

Reviewing processes for efficiency and effectiveness.

Managing incident resolution and RCAs.

Managing problem resolution and RCAs.

Acting as point of escalation for incident/PAC/Change issues.

Ensuring adherence to processes.

Monitoring and reporting on the effectiveness of the Incident/Problem/Request Management procedures.

Working with relevant Teams/Developers on Knowledge Management.

Knowledge Articles review.

Reporting & Performance: Reporting team and service performance, and following the progress and tasks’ quality.

- Team Management:

Managing technical team, ensuring adequate skills, training, certifications, and performance.

Scheduling resources - On Calls, Prod-commits, Holiday resource schedules.

- Customer & Stakeholder Management:

Building relationships with customers and account teams.

Participating in Monthly Service reviews.

Acting as a point of escalation for complaints.

Acting as a
- off point for Acceptance into Business As Usual service.

- Service Delivery & Support:

Ensuring OLA levels are delivered and met.

High-level process support, acting as a Scrum Master.

Ensuring the team can resolve incoming tickets.

Solving daily issues.

Contacting the Intelligent Support Platforms team for support.

- Team Collaboration, Ownership & Accountability:

Actively participating in ISP technical reviews and possessing the knowledge to complete releases across any platform. Supporting Associate Application Developers and providing training to new starters.

- Collaboration with Global Service
Now support:

Attending Global Design Review, raising stories and defects related to TFSNow platform.

- Integration Management:

Demonstrating a strong understanding of integration methods and proactively investigating integration issues.

OOH Management of failed transactions after Web
Methods outages.

Management of bridge calls with vendors in regrads to major outages.

- Security Management:

Privileged Account Audits

Discussing security reated topics with 3rd line support

Proactively investigating security issues.

- Collaboration with Service
Now support:

Management of Service
Now support tickets

Management of bridge calls with Service
Now in regrads to major outages.

2. We are looking for:

• Years of experience working with Service
Now : 4-5 years

• Certificates:

SCRUM MASTER I

SCRUM MASTER II

ITIL

Prince 2

• Technical Skills:

- Strong technical understanding to support the team and address complex issues in regards to:

Cybersecurity

Integrations

SNOW FUNDAMENTALS

Incident Management

Change management

Release Management

PPM Fundamentals

- Scrum Master skills: Experience in Agile methodologies + SCRUM Master Certification

- GDPR knowledge: Understanding of data protection regulations.

- ITIL Proficient & ITIL Certified: Strong understanding of ITIL processes (Incident, Problem, Change, Release Management).

• Soft skills:

Leadership Skills: Experience in managing and developing technical teams, including performance management, training, and resource scheduling.

Communication & Interpersonal Skills: Excellent communication (verbal and written) and
- building skills to interact effectively with customers, account teams, and vendors.

Problem-Solving & Decision-Making: Ability to analyze problems, identify solutions, and make timely decisions, especially under pressure.

Process Management Skills: Knowledge of IT service management processes (e. g. , ITIL) and experience in process improvement.

Customer Focus: Strong customer service orientation and a commitment to ensuring customer satisfaction.

Organizational Skills: Ability to manage multiple priorities, track progress, and ensure adherence to service levels.

• Languages: English (Fluent).

3. At Fujitsu, you will enjoy:

Competitive salary

Remote Working Available

Permanent contract

Life insurance and private health insurance extensive to children for free and since first day of employment

Work life balance with 25 annual leave days

International career in a dynamic and enthusiastic environment

Training and internal career progression plan upon hiring

Several discounts available with our partners

Training and international career progression plan upon hiring

Dynamic and enthusiastic work environment with colleagues from more than 60 countries

The chance to get involved in our Social Responsibility program and participate in several initiatives with focus on wellbeing, diversity and inclusion, environment and our community (medical services, Yoga lessons, fresh fruit, volunteering afternoons)

Great Facilities at Central locations well served by public transportation, bicycle access and services

If you are moving to Portugal, we also offer the support of our Welcome Buddy to help you settle in.

An IKEA voucher to help you build your own home office

…and much more!