Service Manager - Farfetch Platform Solutions

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, partners, and 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.
TECHNOLOGYWe'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 revolutionize, with the freedom and autonomy to make a difference for our customers all over the world.
SÃO PAULOAs a remote position, you can choose between working remotely or on-site in our São Paulo office located in the heart of the city, a region full of cultural spaces and history. The office houses several different teams, from Operations to Technology. We have an auditorium where we can host presentations, lectures, and fun activities!
THE ROLEWe are looking for a Service Manager that can handle the backlog of several projects and provide an effective and high-quality customer experience.

WHAT YOU'LL DO

• You'll help build services delivered within a Service Desk backlog to several customers
• Work with our client to gain an understanding of them, the contract, the business context and the priorities of the account
• Orchestrate end-to-end services for our client's backlog, and for all other backlogs needed to achieve their service
• Create cooperation with all partners to ensure that customer is operating using standard methods and tools
• For all changes and implementations create the completion of the service acceptance, technical assurance and handover processes
• Oversee the Account operations, service processes usage, capacity planning & business backlog of the projects you're responsible for
• Provide guidance to the service team regarding the investigation and solving customers' problems
• Handle customer queries or any incidents that have been escalated;
• Review and sharing incident reports
• Help improving customer service procedures for your organization or department
• Provide training to external partners in operational tools (e.g. content management, order management)
• Keep a roadmap of technical preventive projects that aim to reduce recurrent/typical incidents
• Communicate changes in products to multiple partners
• Support the continuous improvement program of customer service
• Support digital marketing projects.

WHO YOU ARE

• You have a degree in Information Systems or related field
• 3 or more years of experience in the IT service management field
• Experienced in managing teams towards product delivery in a complex and multicultural environment and in delivering Front Office/ Web consumer products in large-scale e-commerce players
• Knowledgeable and experienced in Product/Software development, with an understanding of all different phases, from creation all the way through implementation and continuous improvement
• Able to easily build relationships with the different players of the organization, at different levels (from C-level to engineer)
• With an understanding of agile methodologies and commitment to agile principles
• Knowledgeable in IT service management frameworks (such as ITIL).

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.

We are looking for a Service Manager that is able to tackle the backlog of several projects and provide an effective and high-quality customer experience.