SNAP is a unique and innovative company that has become the leading digital marketplace for the haulage industry across Europe.
SNAP connects the entire road transport industry through technology, security and a complete international network of truck drivers, fleets, and roadside service providers.
We have tens of thousands of fleets with hundreds of thousands of drivers who use SNAP Account every 13 seconds when driving across Europe. We connect them with over 600+ service providers of truck parking, vehicle washing and road tolls to simplify fleet management and drive revenues for our service partners.
We plan to invest heavily and develop our technology to continue to grow our network across Europe - making it an exciting and rewarding time to be part of our continuous success story.
The Service Lead will provide leadership for the IT Analysts in ensuring that SNAP products and services are available 24/7 and 365 days per year. It is essential that our customers have reliable, secure and available digital products and that our internal users have the same level of experience for the systems they use to process their work and customer requests.
The Service Lead shall ensure the prioritisation of incidents, problems and service requests in line business and customer need alongside service level agreements so that tickets are resolved in the correct order to maintain service quality. It is important that all members of the service desk are working collaboratively to achieve this.
Communication to business colleagues, customers and other identified stakeholders is key when dealing with any major incidents or outage events (planned or otherwise). The Service Lead shall ensure all such communications are focused on what is happening, when and what steps are being take to restore service alongside an ETA for the restoration of service. They shall invoke the major incident plan if required.
Visible performance of the service desk is vital to maintain confidence in the service and show that service levels are being upheld. Regular reporting using the IT Service Management tooling available will be needed to show progress to all stakeholders.
* Displays a customer-oriented mindset, focusing on always providing the best solution to the customer and is structured, organised, flexible and adaptable in their approach.
* A willingness to learn, live and breathe the theory of constraints, applying the concept to software delivery activities and ensuring the squad remains true to those principles.
* Thorough knowledge of the products to engage as the expert within the business, with the ability to provide product insight and expertise to colleagues, customers and the wider group alike.
* Understands the process of team working and the part they play in ensuring objectives are met.
* Displays good analytical skills, conceptual thinking, problem solving, planning and execution to ensure service levels are maintained and improved.
* Is a consistent relationship builder to ensure the product roadmap is understood and to influence decision making by all levels in the organisation.
* Displays a hand’s on ‘can do’ and ‘will do’ approach to all activities undertaken with a positive energy attitude displayed towards every situation.
* Demonstrable experience of ability to organise own and IT Analysts workload to meet tight deadlines, coping well under pressure and difficult situations and ability to identify and act on own development needs. Apply today!
Strictly no agencies.
We have a strict PSL and we do not welcome unsolicited calls from agencies.