Service Operations Manager in EUROPEAN UNION

For one of my customer we are looking for a Service operations expert in Productivity Tools.

Duration: 6+ months renewable

Location: Europe 100% remote

Description:

As a Service Operation Expert, you will play a crucial role in ensuring the smooth operation and optimal performance of our productivity services. This offer comprises whiteboarding tools such as Miro and LucidChart, creativity tools like Adobe Creative Cloud and WeVideo, and diverse productivity tools like Qualtrics and GotIt (by QMarkets). Collaborating with the Service Owner in charge of all productivity tools, and with their vendors, you will empower the employees in their daily productivity thanks to a qualitative and user-centric management of these services.

Services Operation:

• Meet regularly with Miro and Lucidchart customer success managers to maximize service value and anticipate products’ roadmaps.
• Manage and automatize user accounts lifecycle and licenses (provisioning, access, audits, etc.).
• Facilitate the creation and delivery of service requests (manage workflows, monitor metrics, improve service requests).
• Partner with the Service Owner to deliver insightful reporting and analysis.
• Maintain accurate and up-to-date configurations, in line with the company’s requirements.
• Assist in planning, testing, and implementing changes to the services.

Continuous Improvement and Transformation:

• Help identify opportunities for process improvement and automation to enhance operational efficiency and focus on service quality.
• Contribute to the strategic evolution of our productivity tools ecosystem, evaluating new solutions and features based on user needs
• Contribute to the transformation projects by bringing your knowledge and technical expertise of these services (ex: service version upgrade, build of a new integration, etc.).

Documentation and Training:

• Empower our users with engaging training resources, ensuring they can fully leverage the potential of our productivity tools (user guides, wiki articles, etc.).
• Maintain comprehensive documentation of the application’s architecture, processes, and procedures (ex: service requests, account lifecycle management, integrations, etc.).

Support Operations

• Ensure smooth coordination with our Managed Services partner who handles L1/L2 support for most of these services
• Adjust support-oriented knowledge base articles and incident resolution processes accordingly.
• Ensure a high level of user satisfaction by making sure support requests are addressed correctly in the ITSM tool and resolved efficiently.
• Tackle complex incidents in collaboration with the Service Owner, the editors and the Managed Services partners.
• Analyze recurring incidents to identify root causes and implement corrective/preventive measures to minimize future occurrences.

Skills and Competencies

• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and manage time effectively.
• Customer-centric approach to support.
• Attention to detail and accuracy.
• Understanding of ITIL v4 service management principles.
• Passion for technology and a desire to learn new skills.