Ref.: 214504564 | 2021-08-24 15:46:35
Global Service Manager – SaaS
Town: | County: Nottinghamshire | Country: United Kingdom
Description: Responsible for the management of service for products / services onto Experian’s cloud platform, including performance against KPI’s, preparing and executing service reviews with the regions, creating and managing back to green plans and providing a feedback loop for the regions into Global teams such as Development and SRE. This is a global role working within the Service Management function as a representative of the Platform Operations team you will work with global teams such as Release Management, SRE and Support as well as the regional teams whose products / services run on the platform.
Essential Duties and Responsibilities
* Define metrics (quantitative and qualitative) for service management, establish baselines and show incremental improvement through reporting and dashboards.
* Create and manage performance improvement / back to green plans.
* Process improvements and efficiencies including where possible automation of the process and working with DevOps teams to achieve this.
* Conduct Service reviews with global and regional teams covering both quantitative (incident / availability performance) and qualitative (Voice of the customer / customer experience) measures. Involving teams such as Finance / Product / Support to give a holistic view of service.
* Good awareness of relevant tools including Jira / Service Now and experience in Service management in a cloud / SaaS environment
* Strong communications / influencing skills and excellent coordination / organisations skills needed to build strong relationships with regional and global stakeholders
Permanent | Full Time
Rogerio da Silva is a Brazilian who lives in the UK for a little over two decades. He is the owner of a test consulting and outsources services for software development. He likes to blog, write and create content that teaches others how to live a better life. Rogerio has two princesses and one powerful wife that help him with his work.
He loves reading biographies of successful authors and dream builders because they inspire him to keep creating!