About the role
Are you a proactive, detail-oriented professional eager to drive innovation and optimise business processes? We are looking for ambitious Senior Service Support Specialists to join our forward-thinking team. This pivotal role offers the opportunity to shape and oversee the entire lifecycle of our services, from onboarding through off-boarding, ensuring seamless integration and alignment with business objectives.
We are a small (5 soon to be 7 members), yet dynamic team with main hubs in Tallinn and Singapore, part of a larger Service Management group within a well-established Squad of UT (User Tech) here in Wise. Our setup is perfect for those who thrive in an environment where innovation is necessary and every team member's contributions are crucial to success.
How we work
We at Wise and in the Platform Tribe operate on a strong belief in automation, programmatic implementation, and reusable design. We’re looking for people who can step back and think holistically about the ecosystem, but also follow through and help implement the design; drawing on the resources across the rest of the platform tribe.
We need to sustain this growth by continuously iterating on the services we run, with a focus on availability, security, and ease of use. We’re looking for a Service Management Specialist with relevant experience who can analyse complex requirements and deliver simple solutions to help our teams achieve our mission with speed and confidence.
What will you be working on?
Risk Assessment: Proactively identify and mitigate potential risks before the service gets moved into production.
Service Onboarding and Off-boarding: Ensure smooth transitions for all service implementations and conclusions.
Service Lifecycle Management: Maintain oversight of service performance, implementing improvements to enhance business value.
Licence Optimization: Maximise efficiency and cost-effectiveness.
Vendor Management: Build and maintain strong relationships with key service providers.
Communication and Feedback Collection: Serve as a central point of communication, gathering and integrating feedback to refine the usage of services.
Understand Business Needs: Align services closely with the evolving requirements of the business.
Drive Innovation: Constantly seek innovative solutions that can improve service delivery and business operations.
If you are passionate about managing and improving IT services and have a keen eye for detail, along with excellent communication skills, we would love to speak with you.
What do you need?
We are fully aware that it is uncommon for a candidate to have all skills required and we fully support everyone in learning new skills with us. So if you have some of those listed below and are eager to learn more we do want to hear from you!
Analytical and Problem-Solving Skills: Ability to analyze, identify risks, and solve unforeseen problems throughout the service lifecycle.
Project and Vendor Management: Strong capabilities and proven track record in overseeing projects/initiatives from start to finish and managing relationships with vendors to ensure service delivery aligns with agreements.
Communication and Teamwork: Excellent verbal and written communication skills necessary for effective collaboration with team members and stakeholders across diverse geographic locations.
Technical Proficiency and Adaptability: Familiarity with IT service management tools, with a quick adaptability to new technologies and dynamic business environments.
Candidates must possess experience or a strong familiarity with key tools such as Atlassian, Okta, Sailpoint, Google Workspace, Slack, Workato, and various systems used for onboarding tools. Alternative platforms providing similar functionalities are also acceptable.
Furthermore, a solid understanding of essential concepts and terms such as: Master Service Agreements (MSA), Data Processing Agreements (DPA), Different authentication methods, Service Catalogue, User roles and permissions management.
- Business Acumen and Innovation: A solid understanding of how services impact business objectives coupled with a drive to continuously seek innovative solutions that enhance business operations.
Interested? Find out more:
#LI-AT1 #LI-Hybrid
