Technical Services Lead
As a Technical Services Lead, you will play a key leadership role in managing a technical team, ensuring service delivery, and acting as a primary point of contact for customers, vendors, and internal teams.
Key Responsibilities:
* Process Management: Monitor, maintain, and ensure compliance with processes; review processes for efficiency and effectiveness; manage incident resolution and RCAs; manage problem resolution and RCAs; act as a point of escalation for incident/PAC/Change issues; ensure adherence to processes; monitor and report on the effectiveness of the Incident/Problem/Request Management procedures; work with relevant Teams/Developers on Knowledge Management; Knowledge Articles review; Reporting & Performance: Report team and service performance, and follow the progress and tasks' quality.
* Team Management: Manage technical teams, ensuring adequate skills, training, certifications, and performance; schedule resources - On Calls, Prod-commits, Holiday resource schedules.
* Customer & Stakeholder Management: Build relationships with customers and account teams; participate in Monthly Service reviews; act as a point of escalation for complaints; act as a sign-off point for Acceptance into Business As Usual service.
* Service Delivery & Support: Ensure OLA levels are delivered and met; high-level process support, act as a Scrum Master; ensure the team can resolve incoming tickets; solve daily issues; contact the Intelligent Support Platforms team for support.
* Team Collaboration, Ownership & Accountability: Actively participate in ISP technical reviews and possess the knowledge to complete releases across any platform; support Associate Application Developers and provide training to new starters.
* Integration Management: Demonstrate a strong understanding of integration methods and proactively investigate integration issues; OOH Management of failed transactions after WebMethods outages; management of bridge calls with vendors in regards to major outages.
* Security Management: Privileged Account Audits; discuss security-related topics with 3rd line support; proactively investigate security issues.
* Collaboration with ServiceNow support: Management of ServiceNow support tickets; management of bridge calls with ServiceNow in regards to major outages.
Requirements include a minimum of 4-5 years of experience working with ServiceNow and relevant certifications such as SCRUM MASTER I, SCRUM MASTER II, ITIL, and Prince 2. The ideal candidate must have excellent technical skills, including a strong understanding of cybersecurity, integrations, SNOW fundamentals, incident management, change management, release management, and PPM fundamentals. Additionally, they should have experience in Agile methodologies and hold a Scrum Master certification. A good understanding of GDPR knowledge and data protection regulations is also required.
A strong leader with excellent communication and interpersonal skills, the ideal candidate will be able to manage and develop technical teams, including performance management, training, and resource scheduling. They will also have the ability to analyze problems, identify solutions, and make timely decisions, especially under pressure.
Fujitsu offers a competitive salary, remote working opportunities, a permanent contract, and a range of benefits including life insurance, private health insurance, annual leave days, and international career progression plan upon hiring. We also offer a dynamic and enthusiastic work environment with colleagues from more than 60 countries, great facilities at central locations well served by public transportation, bicycle access, and services, and an IKEA voucher to help you build your own home office.