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Process Lead (O365 Expert) with French Language in Lisbon, Portugal

Fujitsu Portugal

Fujitsu's Global Delivery Centers (GDCs) are a network of state-of-the-art technology hubs in key locations across the globe. GDCs employ highly-trained, highly-motivated people who deliver a wide variety of services from a 24-hour multilingual service desk to specialist app services or data center management.

We’re a dynamic mix of agents and architects, technicians, and problem solvers. We come from diverse backgrounds and speak many different languages. Yet we share a culture that brings us together. Our Fujitsu GDCs are growing and fast and we need ambitious people who will grow with us.

Come and work with us!

Role Purpose

The Process Lead has responsibility for a specialist service management function within or for an account. They champion the Knowledge/Problem/Change/Incident Management processes within Service Delivery Management, monitor process effectiveness and make recommendations for improvement. They help to improve service standards using and building a comprehensive knowledge base, sharing best practice and liaising with customers (internal and external) to provide excellent service.

Key Accountabilities

• Delivers a specialist service management function within or into a account
• Leads on elements of service delivery to lower management level within the customer(s) in order to deliver contracted service commitments & continual service improvements.
• Contributes to the service partnership as part of one service team with internal and external customers.
• Monitors, maintains and ensures compliance to their process specialism
• Continually reviews the process and associated activities for efficiency and effectiveness, and makes recommendations for improvement.
• Analyzes and reports on details of issues and updates stakeholders accordingly.
• Implements solutions to identified issues.
• Produces and analyzes statistics to identify historical trends and knowledge gaps and provide relevant support and content via management reporting.
• Participates in regular reviews to resolve issues / review processes with relevant parties, such as Service Desks, Operations, Account Team, etc.

Key Performance Indicators

• Manage the resolution of incidents to agreed service levels.
• Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident.
• Act as point of escalation when closure of an incident is disputed by the user.
• Ensure the Incident / Change / Problem / Knowledge Management process, procedures and work instructions are adhered to by all relevant parties.
• Monitor and report on the effectiveness of the Incident / Change / Problem / Knowledge Management procedures.

We offer:

  • Competitive salary and bonuses
  • Employment with the possibility of a permanent contract
  • Feee Life insurance and private health insurance extensive to family members and since the first day of employment
  • Training and international career progression plan upon hiring
  • Dynamic and enthusiastic work environment with colleagues from more than 60 countries
  • Work-life balance with flexible schedules available and 25 annual leave days
  • Several discounts available with our partners;
  • 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.
  • Working from Home possibilities

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