The Role

The Junior Service Manager supports the overseeing and managementof high-quality services to customers. This role involves supporting the coordination of vendor service teams, and ensuring customer satisfaction. The Junior Service Manager will be Analysing the availability, performance, and reliability of our organization’s strategic applications and Application Support & Maintenance applications (ASM). The Junior Service Manager will collaborate with cross-functional teams to support high-quality services and continuous improvement initiatives. The Junior Service Manager is a link between the WTW Product teams and the organisation, focusing on maintaining positive relationships and resolving issues promptly.

 

Supporting activities such as:

Managing customer expectations through sound Relationship Management  principles. Analysing Incident Management, Major Incidents, Changes, and Problems for Strategic Applications and for ASM applications. Ensuring Suppliers are meeting Service Level Agreements. Working with the business and IT leaders to establish and sustain Service Level Standards for each their applications, and third party providers to meet or exceed the Service Level Standards. Day-to-day monitoring of the application systems’ status for both Strategic and ASM application (as supplied by vendor). Working with business leaders and managers to prioritize maintenance and enhancement requests. Compiling cross-functional Technology requirements, activities and resources for system changes and upgrades. Maintaining/keeping up-to-date system documentation.  Communicating with the IT Management team regarding improvements and recommendations. Security forums with vendor and for Strategic Applications ensuring Security, audit & Compliance.

The Requirements

•    1+ years of experience.
•    Ability to work under pressure.
•    Experience of IT Tools, Helpdesk Services, Audit or Testing processes.
•    Experience of working with Customers.
•    Good communication and interpersonal abilities with Good English Spoken and written skills.
•    Based in Madrid as the role will require on-site/office presence in support of learning & development activities.
 

Equal Opportunity Employer