Senior Service Management Lead

You'll be focused in

• Accountable for the team's work (Quality, Knowledge Management, ensuring the SLA compliance, Etc)
• Manage team's workload and expectations
• Alignment with the stakeholders
• Identification of red flags
• Escalation
• Manage relationship and expectations with the team in Germany
• Reporting about the team's performance and taking improvement measures based on KPI's and other findings (prepare, analyse, forecast and plan)
• Service Management
• Identify opportunities to increase stakeholder satisfaction and decrease incidents and problems
• Active participation in Tech unit / company projects (working groups, initiatives)
  
  

In order to succeed, you'll need

• Strong experience as a support engineer
• Experience managing levels of service (min 1 years)
• Experience managing people (min 1 years) and stakeholders
• Proactivity and good working environment
• Strong communication skills
• Incentive a feedback culture
  
  

About The Role

Be part of a team that is responsible for providing application support to different Mobile Online Services. The aim of the service is to ensure efficient and qualified operation. Complaints are pre-analyzed, grouped into focal points and, if an immediate solution is not possible, referred to the subsequent support structures.

Company Benefits

• 1200€ to equip your home office
• Flex allowance: 720€/year (60€ per month x12)
• Performance bonus
• Health insurance extendable to your household
• Wellbeing program extendable to your household
• Life insurance
• Pension fund
• Smartphone & phone data plan
• Discounts on VW Group cars and special financing conditions
• Relocation package & Visa process sponsorship (if applicable)
  
  

Cool Things You’ll Experience In Our Work Environment

• Tailored remote-friendly setup for every team's vibe!
• Flexible working hours
• Multicultural reality with + 30 different nationalities
• Pet friendly environment
• Boost your career with our internal mobility program, focused on your personal & professional growth
• Mix and mingle across teams for idea-sharing and bonding
  
  

About VW Group Digital Solutions [Portugal]

Technology-driven trends such as diverse mobility, electrification and connectivity will revolutionize the mobility industry in the next decade. Volkswagen Group, as world leader in the automotive industry, is setting the pace for this revolution.

At Volkswagen Group Digital Solutions [Portugal] we are the go-to team to tackle complex systems and programming challenges. We make sure that our products flow smoothly in all stages of the digital value chain.

Our main areas of focus: vehicle software & operations, mobile online services, IT security, fleet management, sales & after sales, purchasing & logistics and product portfolio management.

Ready to #ExploreNewRoads? Join us! 🚗

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.