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Service Lead


Salary: Competitive

Location: Porto Salvo, Portugal

Posted: 03 May 2019

Main Purpose of the role

The Service Lead is the manager responsible to lead a multi-disciplinary team that evolves and maintains our Consumer, Enterprise and IoT self-service portals. The Service Lead executes a management role that ranges from stakeholder engagement, roadmap definition, delivery management and solution operationalisation.

This role works closely with Business and Operations teams to agree on priorities and timelines, and with Architecture and Software Development to ensure fit-for-purpose solutions are delivered. 

This is a management role with technical background, pivotal in guaranteeing delivery is planned and executed, as well as ensuring optimal end-user experience.

Key Accountabilities 

The Selfcare Team is defined as a team focused in delivering a service for our B2x and IoT customers, in that sense they operate and work towards providing the best self-service capabilities to our customer aiming for the quality standards that both Truphone and the Customers expect. As a leader of this team your key responsibilities are:

  • Define the service's statement of direction
  • Define and manage the roadmap that ensures proper service continuous evolution
  • Promote relationship with different stakeholders, on both business and technology, to gather feedback, ideas and improvements areas
  • Contribute in building Truphone's architecture vision by ensuring the solutions provided follow the stablished guidelines on scalability, modularity, efficiency, security and many others
  • Manages the overall delivery plan and effectively negotiate priorities allowing continuous alignment with stablished roadmap
  • Effectively communicate roadmap status to main stakeholders
  • Drive initiatives lead by the team across different impacted teams
  • Guide and support team decisions on day to day solutions
  • Ensure continuous delivery of business value of the service
  • Guarantee service is managed and follows enterprise processes

Experience required

  • Strong People Management experience leading technical teams
  • Deep functional knowledge on assisted and unassisted channels (selfcare)
  • Experience in delivering and managing digital channels
  • Demonstrates solid knowledge on Omnichannel solutions
    • Technology and project delivery background specially on Telco
    • Solid knowledge on applications and services specific to the Telecommunications sector
      • Background in software engineering (agile methodologies, continuous integration and delivery)
      • Possess effective planning and problem-solving skills
      • Management expertise to address prioritization, trade-off analysis and risk amongst others
      • Team capacity planning
      • Knowledge on incident management, problem management, change management and configuration management
      • Demonstrates clear leadership skills and excellent stakeholder engagement and management, including ability to influence, persuade and negotiate.
      • Able to absorb complex technical information and communicate effectively at all levels to both technical and non-technical audiences.
      • Team player and process-oriented mindset
      • Excellent oral, written and communication skills including presentation and workshop facilitation.
Apply now

No agencies. We do not accept CVs from 3rd parties

Apply now

No agencies. We do not accept CVs from 3rd parties