Company Description
We are SGS - the world's leading testing, inspection and certification company. Recognized as the global benchmark for sustainability, quality, and integrity, our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer, and more interconnected world.
Key Responsibilities
* Manage service risks, monitor KPIs to meet operational objectives, and propose improvements.
* Ensure services have adequate capacity and performance by coordinating functional teams and vendors.
* Promote continuous improvement, manage service governance, and communicate with senior stakeholders.
Specific Responsibilities
1. Service Delivery Management
* Assess new business requests and propose improvements.
* Support stakeholders in problem resolution and escalations.
* Ensure service delivery meets SLAs; negotiate as needed.
* Diagnose issues and take corrective actions.
* Regularly optimize methods and procedures.
* Monitor capacity and address any shortfalls.
* Confirm that service acceptance criteria are met.
2. Application Maintenance
* Validate incident categorization and prioritization.
* Approve and support preventive maintenance request fulfillment.
* Manage the lifecycle of all potential or occurring problems in service delivery.
* Assess risks related to proposed changes and ensure controlled and coordinated changes.
3. Application Development
* Manage business relationships by defining User Acceptance Testing (UAT) cases and supporting deployment plans for projects.
* Lead scoping, requirements definition, and priority setting for complex, strategic programs.
* Provide input for requirements analysis and enhancement designs.
* Authorize deployments and accept major enhancements.
* Support preventive maintenance activities.
* Build and manage demand forecasts aligned with business stakeholders.
Qualifications
* Bachelor’s and/or master’s degree in IT or Computer Science.
* Customer-facing management experience required.
* Experience managing requirements through the entire delivery and operational lifecycle.
* Strong communication skills, both verbal and written.
* Excellent customer service and negotiation skills.
* IT Service Management (ITIL 4) certification preferred.
* Broad multi-technology knowledge.
* Understanding of Service Management principles.
* Ability to influence internally and externally.
* Customer-centric mindset.
* Effective collaboration, analytical, and problem-solving skills.
Additional Information
* Why SGS? A global, stable leader in the TIC industry.
* Flexible schedule and hybrid work model.
* Access to SGS university and continuous learning options.
* Multinational environment with colleagues from multiple continents.
* Benefits platform.
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