Service Manager

Job Description

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.

We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.

TECHNOLOGY

We're on a mission to build the technology that powers the global platform for luxury fashion. We operate a modular end-to-end technology platform purpose-built to connect the luxury fashion ecosystem worldwide, addressing complex challenges and enjoying it. We're empowered to break traditions and revolutionise, with the freedom and autonomy to make a difference for our customers all over the world.

PORTO

Our Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. From Account Management to Technology and Product, whatever your skills are, you'll find your fit here. You can have an informal meeting in the treehouse or play the piano in your lunch break!

THE ROLE
Reporting to the Global Tech Service Management area, you will be responsible for process and maintenance, design, and improvement of the service management processes as necessary to achieve the objectives of the business.
This position is expected to be responsible for delivering an exceptional service experience to our customers (internal and external), managing day-to-day operations, and preparing Tech Service to meet the Farfetch's needs.
We are hiring people who want to run a service business and be part of a revolutionary and unprecedented part of history here at Farfetch, as we transform the way we view Service.

WHAT YOU'LL DO

• Be responsible for the overall quality and overseeing of the management and compliance with the procedures, data models, policies, and technologies associated with the service management processes
• Ensuring that the service management processes are fit for purpose and fit for use
• Service management processes improvement
• Promote and reinforce adherence to the process and policies associated with Incident, Problem, Knowledge Management and Major Incidents
• Ensure the design of the service management processes aligns with the business and industry best practices
• Create and maintain reporting mechanisms and communication plans;
• Work together with Continual Service Improvement
• Be the single contact between the local Business and Tech area for the service subject.

WHO YOU ARE

• Graduated in Information Systems or related field
• A professional with 3+ Year of working experience with at least 1 years' experience in Service Management
• You thrive in dynamic and fast-paced environments with a proactive and determined-to-succeed attitude
• Able to easily build relationships with the different players of the tech area, at different levels of the organization
• A professional with good attention to detail, and ability to assimilate, sort through and aggregate complex information quickly and effectively
• Professional approach when dealing with internal and external customers, including clear and concise written and verbal communication skills, both in Portuguese and English, with the capability to communicate at multiple levels in the organization;
• ITIL certifications are a plus.

REWARDS & BENEFITS

• Health insurance for the whole family, flexible working environment and well-being support and tools
• Extra days off, sabbatical program and days for you to give back for the community
• Training opportunities and free access to Udemy
• Flexible benefits program
• FARFETCH Equity plan

EQUAL OPPORTUNITIES STATEMENT

• FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.

Reporting to the Global Tech Service Management area, you will oversee the maintenance, design, and improvement of the service management processes to achieve the goals of the business. You'll be delivering an exceptional service experience to our customers, managing daily operations, and preparing Tech Service to meet the Farfetch needs.