Team Leader - Service Support - Service Management

Would you like to be part of a great team that develops products and features for the smart connected and secure home for millions of Verisure’s customers? Would you like to work with a strong brand and be a key member of one of Europe’s fastest-growing companies? Then, this is your opportunity.

Verisure, operating under two brand names (Securitas Direct & Verisure), is seeking a talented, innovative, passionate Team Leader for our IT Service Management team, within our Technology Department in Madrid , that can help us achieve our goals.

Verisure

Over the past years, Verisure has experienced an exceptional and resilient financial performance with a very long track record of double-digit growth - thanks to continuous drive for Innovation, our very sophisticated Go-To-Market approach and replicable business model for expansion into new countries. Our strong and visionary Management Team is now supporting the business’ next phase of growth with a robust business plan for value creation.

The role and its impact on Verisure Technology

We are looking for a detail-oriented service manager leader to manage the team and handle service interactions and reports. The service manager's responsibilities include providing the highest level of business service, developing lasting business relationships, and managing the service team members. The service manager maintains a strong working knowledge of all industry standards and practices as well as the company's products and services.

Responsibilities

• Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and goals are met.
• Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
• Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions.
• Set reportable metrics to measure and maintain performance and health of the company's services.
• Actively seek feedback on IT service to help continually improve business experience.
• Lead and develop the IT and Country Incident SPOC forum with the purpose to improve our WoW, processes and collaboration with the ultimate goal to minimize downtime of our services / keeping our services availability KPI targets.
• Support selection, design, validation and implementation of Service Management Tooling.
• Facilitate the Management team and underlying organization to become more data driven in strategic and operational decision making.

Requirements

• At least 5 years of experience in the same position.
• Extensive experience in the IT Services sector gained in organizations where IT is considered critical to their successful operation.
• ITIL Certified.
• A background in consultancy or outsourcing is desirable.
• Good understanding of electronics hardware and schematics.
• English: fluent (C1).

Competencies

• Excellent leadership, communication and customer service skills.
• Organized, methodical and responsible.
• Initiative and ability to work in team.
• Proactivity and autonomy.
• Ability to work under pressure.

Working for Verisure Technology & Innovation in Spain

• Work Environment: Young and international team, used to work in a fast-paced environment.
• Learning & Development: Significant opportunities of internal mobility, nationally and internationally.
• Well-being: Smart hybrid model: flexibility in terms of location and time.
• Reward: Flexible & competitive compensation package with attractive benefits and perks.

Strong fit with our Company DNA

• Passionate in Everything We Do: Our people have a sense of energy that is unmistakable, one that drives us to delight our customers and focus on creating impact quickly.
• Committed to Making a Difference: When we say we will do something; we deliver with excellence. We are accountable, focused and operate with discipline.
• Always Innovating: We believe that Innovation can be big or small; it’s a continuous state of mind that inspires us to think differently and always make things better. We are risk takers, and we learn continuously.
• Winning as a Team: Our people know that by leveraging one another’s strengths, investing in and developing our team’s capability and by collaborating well, we will win.
• With Trust & Responsibility: Operating with integrity is core to our success. We are humble, honest and value deep mastery and expertise. We do the right thing, always.

Verisure will offer you

• Hybrid model: Work from home and at our great Madrid offices in Pozuelo de Alarcón (El Barrial- Centro Comercial).
• Lunch included at our canteen: You won’t need to pay for your daily meal when you are at the office!
• Dynamic and vibrant environment: Our office is an open-plan space in which you will be able to interact with the best professionals from different teams at all levels.
• International stakeholder projects.
• Periodic team buildings! Because it’s important to have fun!
• Learning and training programs.