Service And Process Manager Lisboa

Service And Process Manager
Lisboa
Lisboa, Lisboa, Portugal

**Role Purpose**:Drives focus on the customer experience to align TV service and sub products with the needs of the business and providing end to end service management and improvement to ensure quality of services according to SLAs. **KPI’s**- Ownership for all the KPI definition with the market stakeholders. - Control the agreed service management KPIs and ensure they are within the SLA’s. - Contribute to the definition of new metrics and indicators that improve the effective monitoring on quality delivery of the services in charge. - Assure the resolution of problems associated with degradation of the agreed SLA´s and KPI’s. **Customer Centricity**- Customer ambassador in VNO TV Operations. - Maintaining positive relationships with all local TV Stakeholders. - Identifying customer needs and overseeing service delivery within the business context. - Managing conflict and ensuring the team's processes and tasks are carried out efficiently. **Change Process**- Attend the CAB sessions. - Identify and help to mitigate risks arising from change activities. - Liaise with the several stakeholders to facilitate the busines goals across all markets. - Act as a facilitator for the prioritization of changes related to Known problems resolution. **Incident and problem management**- Support team during major incident management life cycle. - Support team during problem management life cycle. - Engage with operational teams, engineering and suppliers acting as an enabler for incident recovery, RCA and PIR reviews. - Taking ownership of customers issues and following problems through to resolution. **Standardisation**- Ensure the Develop of service procedures, policies and standards. - Harmonisation and automation of flows towards technical areas (Ticket tools and classification). **Suppliers**- Assure the follow up of cases opened to suppliers and ensure timely responses in accordance SLA defined support contracts. - Participate in periodic technical meetings with suppliers. - Analyse proposals from suppliers and forward them for final approval. **Main Responsibilities**:
- Service availability for IPTV (e. G. Linear TV, Recordings, VOD, OTT and RF-Overlay). - CRM/COPs SLA’s. - SLAs for Incident, Problem resolution. - Change SLA’s and incident ratios. - Provisoning. SLA’s. - TED;



COPs, Local Operations;

IT;



IP Network;

Marketing;



VCOE;

UC. - Suppliers. - Pan European role with stakeholders in more than 10 markets. **Ideal Background**:**Education / Experience Education / Experience**- University degree in Telecommunications, Computer Science or similar. - Experience in the TV landscape. - Team coordination and management. - Proficiency in English. **Specific Knowledge/Skills**- Good technological knowledge of IPTV ecosystem (MR, VTV, HEs, CDN’s, OTT, RF, VODs, EPG, DVB). - ITIL knowledge. - AGILE and Dev
Ops
- Project Management and tools. - Advanced troubleshooting and
- tasking skills. - Customer service orientation. - Data analytics and reasoning skills. - Experience in service management. - Good resource planning skills. - Strong teamwork skills and attention to detail.