Job Title: Global Solution & service Delivery Leader – DxT

Location: Lisbon, Portugal

Scope: Global

Work Arrangement: Hybrid

 

About the Bureau Veritas Group

 

We are a 196-year-old company that is headquartered in France and is based out of 1600 locations across 140 Countries with more than 83,000 employees catering to 400,000 clients globally.

We are leading in conformity assessment and certification. We are a trusted partner for our customers, offering services and developing innovative solutions to reduce risk, improve performance and promote sustainable development.  The Group’s revenue was approximately 6.24 billion Euros in 2024.

The group caters to the needs of industries such as Automotive and Transport, Building and Infrastructure, Commodities, Consumer Products and Retail, Cybersecurity, Marine & Offshore, Oil & Gas, Power & Utilities along with Cross Market Services.

 

Main Key Responsibilities:

 

Strategy and Leadership:     

 

Develop and implement a global support strategy aligned with company goals; Lead and mentor a diverse, multi-regional team of support professionals; Foster a culture of excellence, innovation, and customer-centricity;

 

Operations Management:

 

Oversee 24/7 global support operations across multiple time zones; Establish and maintain global support standards, processes, and best practices; Implement and optimize support tools and technologies;

 

Performance Management:      

 

Define, track, and report on key performance indicators (KPIs) for global support; Analyze support metrics to identify trends and areas for improvement; Drive continuous improvement initiatives to enhance support efficiency and quality;

 

Customer Satisfaction:

 

Ensure high levels of customer satisfaction across all regions; Develop and implement strategies to improve Net Promoter Score (NPS) and other customer satisfaction metrics; Act as an escalation point for critical customer issues;

 

Service Management:

 

Responsibilities for 24x5 Support; Propose à model alignment to meet the defined SLA as validated with the business; Ensure high performing service support functions: collaboration with IT, Interfaces & project teams will be mandatory; Work closely with the E1 project team & directly with the Oracle E1 support team; Monitor, control and support service delivery, ensuring methodologies and procedures are in place and followed for Global ERP; Owner of the incident, request, change and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required; As owner of the escalation process, take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review; Be accountable for the quality of Service and performance; Pilot & optimize the Budget/TCO; Monitor new/change requests in the JDEdwards-AS400; Drive internal and third party service review meetings covering performance, service improvements, quality and processes Meeting Support;

Cross-functional Collaboration:

 

Work closely with other CoE (sales, data, operation systems) to align support efforts with company-wide initiatives; Collaborate with regional leaders / product owners to ensure consistent support delivery while addressing local needs;

 

Resource Management:

 

Optimize resource allocation across global support teams spread across regional Hubs (India, Malaysia, Portugal and Colombia); Manage support budgets and control costs while maintaining service quality; Plan for and manage support capacity in line with business growth; Knowledge Management;           Oversee the development and maintenance of a comprehensive knowledge base; Implement effective knowledge sharing practices across global teams;

 

Requirements:

 

Master’s degree from a business / engineering school or a university with a specialization in Project Management in Information Systems; Over 10 years of experience in similar roles; Successful experience in a Service Delivery Leadership role; Minimum of Seven years’ experience within Information Technology, including progressively responsible managerial and leadership level duties; Strong customer service orientation and customer service skills; Management experience and global outlook; Working experience in project management areas with understanding of the methodology; Expertise in transformation programs; Knowledge of data processing systems, concepts, and methodologies; Strong communication skills both written and verbal with strong presentation skills; Fluency in English Language.

 

 

Applicants interested in the position must submit their CV in English.