IoT Service Manager

(Portugal)

About IWG

We’re changing the world of work. We believe that business success is underpinned by the effectiveness of its people. So we made it our mission to help millions of people have a great day at work – every day. With locations in practically every country, city, town and transport hub, and options ranging from an hour’s coworking to multi-year office space leases, we enable people and businesses to work where, when and how they want.

Technology in IWG

We’re focused on delivering seamless digital propositions which allow customers to instantly manage their requirements and position IWG as the “Digital First” workspace provider. As early adopters of the latest technologies - whether it be Artificial Intelligence, Office IoT, Data or IoT Solutions - we create business value and are constantly striving to find new and improved ways to help our customers. Which is why we’re always on the look-out for intelligent, energetic, self-motivated, and curious individuals. We want to bring about a global workspace revolution and want you to help.

https://www.iwgplc.com/

The role

The role is for a IoT Service Manager with (ideally) a minimum of 5 years of work experience within IT, preferably in Service Management positions. We will also value if the person is aware of ITIL and experienced in acting as the single point of contact between the company represented and their customers. This will be a role of high visibility and responsibility since the person selected will have ownership of the IoT services and will not only need to have capacity to resolve ongoing escalations with the cooperation of the adequate stakeholders but also think of the future of each service, presenting concrete measures to improve them and drive those changes.

What you’ll need to succeed

The IoT Service Manager will have service management responsibility for the IoT Services within the IoT Services team, whose function is to drive the Service Lifecycle of each of the IoT Services within IWG, providing service-related inputs, reviewing and enabling service change requests, and dealing with service-related issues. The Service Manager will also be responsible for acting as the Service representative when dealing with major stakeholders in the development and delivery of products, promoting a cooperative approach with all the participants

Our full suite of technology services includes internet access, telephony solutions, dedicated bandwidth, advanced networking and many other core IT services designed to allow clients to concentrate on their core business whilst utilising best in class solutions. 

Role & Responsibilities

• Take end-to-end responsibility for operating IoT services, according to service level agreements.
• Act as the go-to person for IoT services and advise various internal and 3^rd party teams on IWG IoT services.
• Work in close cooperation with the Vendors responsible for the Services delivered, ensuring SLA adherence and Customer Satisfaction.
• Enable and support Service Improvement, working with operations and service delivery teams to ensure that the right features are developed for each Service, always aligned with Business and Customer areas.
• Take ownership of the IoT services service level agreements between IWG, IoT service providers and support teams, acting as point of contact for any related queries or discussions.
• Actively participate, in close cooperation with the internal solution development and external provider teams, in the definition and development of the IoT service portfolio pipeline.
• Develop the IoT service catalogue.
• Work with stakeholders across the company to ensure that:
  • IoT services are developed in line with the IWG IoT services strategy.
  • Contracts required to provide IoT services are properly procured and managed.
  • Relevant training related with the IoT services is provided to the necessary stakeholders, including support teams and customers to ensure an optimal experience of the IoT services.
  • IoT services comply with regulatory and legal requirements.
• Communicate, influence and work with stakeholders and executives both inside and outside of IWG to ensure the broadest understanding and contribution to the IWG IoT services strategy.    

Required Skills, Experience & Qualifications

• Bachelor's Degree in Computer Science, or equivalent work experience.
• Five years of related experience in service management.
• ITIL certified (preferably).
• Experience of managing and defining services that enable customers/teams to understand service offerings, including what each service does and does not include, eligibility, service limitations and cost.
• Demonstrable experience of delivering services that meet the business needs and are delivered in accordance with agreed business requirements and managing the service lifecycle.
• Must have the ability to relay highly complex technical information to non-technical individuals and the ability to interact with employees.
• Self-directed, proactive, work on own initiative with a best practice approach.  
• Pragmatic problem solver.
• Able to translate technical jargon in terms of business risk and opportunity.
• Strong team player able to work flexibly across a matrix organisation. 
• Strong communication, able to negotiate and influence multiple stakeholders.
• Technology addicted but no requirement for expertise in a particular technology.