VISEO

Global IT consulting for digital transformation

Junior Service Lead

Enterprise ApplicationsConfirmed live in the last 24 hours

Full-timeCebu City, PhilippinesNo salary listedIn-person

About the Job

Requirements

A bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is required.
At least 3 years of experience in IT Service Management, Application Support, or a related field is required; leadership or supervisory experience is a plus.
Strong knowledge of ITIL, service management frameworks, and incident, problem, and change management best practices is required.
Familiarity with enterprise application management, monitoring tools, and support processes such as ServiceNow, Remedy, or BMC is required.
Knowledge of application lifecycle management, including deployment, maintenance, and optimization, is required.
Understanding of IT infrastructure, cloud platforms such as AWS or Azure, and database management systems is required.
Excellent communication and interpersonal skills to engage technical and non-technical stakeholders are required.
Strong leadership abilities, including team management and mentoring, are required.
Problem-solving skills and the ability to prioritize and manage multiple tasks simultaneously are required.
A strong customer service orientation and focus on delivering high-quality results are required.
Ability to lead, guide, and develop a diverse team in a fast-paced environment is required.
Ability to manage stakeholder relationships and expectations across business units and client groups is required.
Ability to analyze and improve service delivery processes using best practices and innovative solutions is required.
Analytical skills to identify root causes and design solutions for complex service delivery challenges are required.

Responsibilities

Lead end-to-end management of application maintenance and support services for clients, ensuring service levels and key performance indicators are met or exceeded.
Act as the primary interface between clients, technical teams, and service providers, ensuring clear communication and collaboration.
Coordinate resolution of application incidents, problems, and service requests, managing escalations as needed.
Oversee proactive monitoring of applications and systems to prevent downtime and mitigate risks.
Track service performance and prepare regular reports for stakeholders, identifying performance and improvement areas.
Lead and mentor a team of application maintenance and support consultants to support performance and adherence to service standards.
Support the team in troubleshooting and resolving complex application issues, providing guidance and escalation support.
Conduct regular team meetings, provide feedback, and implement continuous training and development plans.
Build and maintain relationships with client and IT stakeholders to understand needs and align services with business objectives.
Facilitate regular client service review meetings to assess satisfaction, discuss service improvements, and plan future enhancements.
Provide clients with status updates and progress reports, and communicate about support and operational issues.
Identify opportunities to improve service delivery, processes, and tools, aligning services with industry best practices.
Drive adoption of automation, self-service, and artificial-intelligence-driven solutions within the application maintenance and support environment.
Promote knowledge sharing, continuous learning, and innovative problem-solving within the team.
Lead incident response efforts, ensuring timely resolution and root cause analysis of critical application issues.
Coordinate with Change Management teams to manage application updates, patches, and releases with minimal business disruption.
Coordinate post-incident reviews, identify improvements to application support processes, and ensure lessons learned are implemented.
Ensure service delivery activities comply with relevant policies, standards, and regulatory requirements.
Proactively manage application availability, performance, and security risks, taking preventive action to mitigate potential issues.

Desired Qualifications

Experience with retail technology platforms such as point-of-sale systems, e-commerce platforms, enterprise resource planning systems, or customer relationship management systems.
Experience with common retail systems such as enterprise resource planning, point-of-sale, or customer relationship management systems and related integrations.
ITIL v3 or v4 certification, or a similar certification in IT Service Management.
Experience with application maintenance and support, preferably for a point-of-sale solution.

As Jr. POS/Cegid AMS Service Lead in APAC, you will play a crucial role in overseeing the delivery of application support and services for a specific client, ensuring efficient management and resolution of application-related issues. You will serve as the main point of contact for both internal teams and clients, working to maintain service excellence and drive continuous improvement in service delivery. You will intervene in particular Point of Sales Solution (POS), in full development of the growth of connected digital business. Beyond the historical features of these solutions - the functions of sales management, inventory management and collection in-store - they evolve to integrate for example:

Digitalization of the point of sale (clientele, cataloging)
Omnichannel sales experiences (e-reservation, click & collect etc.)
Unified stock management
Loyalty management

Responsibilities

Service Delivery Management:

Lead the end-to-end management of AMS for clients, ensuring that service levels (SLA) and KPIs are met or exceeded.
Act as the primary interface between the client, technical teams, and service providers, ensuring clear communication and collaboration.
Coordinate the resolution of application incidents, problems, and service requests, managing escalations as necessary.
Oversee the proactive monitoring of applications and systems to prevent downtime and mitigate risks.
Track service performance and prepare regular reports to stakeholders, highlighting service performance and areas for improvement.

Team Leadership:

Lead and mentor a team of AMS consultants to ensure high performance and adherence to service standards.
Support the team in troubleshooting and resolving complex application issues, providing guidance and escalation support when needed.

Conduct regular team meetings, provide feedback, and implement continuous training and development plans.

Client & Stakeholder Engagement:

Build and maintain strong relationships with client and IT stakeholders to understand their needs and ensure that AMS solutions align with business objectives.
Facilitate regular service review meetings with clients to assess satisfaction, discuss ongoing service improvements, and plan future service enhancements.
Provide status updates, progress reports, and communicate effectively with clients regarding ongoing support and operational issues.

Process Improvement & Innovation:

Identify opportunities for continuous improvement in service delivery, processes, and tools, ensuring that AMS services are aligned with industry best practices.
Drive the adoption of automation, self-service, and AI-driven solutions within the AMS environment.
Promote a culture of knowledge sharing, continuous learning, and innovative problem-solving within the team.

Incident, Problem & Change Management:

Lead incident response efforts, ensuring timely resolution and root cause analysis of critical application issues.
Collaborate with Change Management teams to manage application updates, patches, and new releases with minimal disruption to business operations.
Coordinate post-incident reviews to identify improvements in application support processes and ensure lessons learned are implemented.

Compliance & Risk Management:

Ensure that all service delivery activities comply with relevant policies, standards, and regulatory requirements.
Proactively manage risks related to application availability, performance, and security, taking preventive actions to mitigate potential issues.

Education & Experience:

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
3+ years of experience in IT Service Management, Application Support, or a related field, a leadership or supervisory role is a plus
Strong knowledge of ITIL, service management frameworks, and best practices for incident, problem, and change management.
Previous experience with retail technology platforms (e.g., POS systems, e-commerce platforms, ERP, CRM) is a plus

Technical Skills:

Familiarity with enterprise application management, monitoring tools, and support processes (e.g., ServiceNow, Remedy, BMC).
Knowledge of application lifecycle management, including deployment, maintenance, and optimization.
Understanding of IT infrastructure, cloud platforms (e.g., AWS, Azure), and database management systems.
Familiarity with common retail systems (ERP, POS, CRM) and related integrations is a plus

Soft Skills:

Excellent communication and interpersonal skills, with the ability to engage with both technical and non-technical stakeholders.
Strong leadership abilities with experience in team management and mentoring.
Problem-solving mindset with the ability to prioritize and manage multiple tasks simultaneously.
Strong customer service orientation, with a focus on delivering high-quality results.

Key Competencies:

Leadership & Team Management: Ability to inspire, guide, and develop a diverse team in a fast-paced environment.
Stakeholder Management: Excellent at managing relationships and expectations across different business units and client groups.
Process Optimization: Strong ability to analyze and improve service delivery processes, applying best practices and innovative solutions.
Analytical & Problem-Solving: High-level analytical skills to identify root causes and design solutions for complex service delivery challenges.

Preferred Qualifications:

ITIL v3 or v4 certification or similar certifications in IT Service Management.
Experience with application maintenance and support preferably a Point-of-Sales solution

GDPR MESSAGE: Our privacy policy has been updated to comply with the new regulations. We invite you to consult it by clicking here: https://www.viseo.com/fr/politique-de-confidentialite. The VISEO Group uses the data collected as part of your application to assess your suitability for the job in question. We use the Jazz HR tool to help us in our recruitment process. This tool complies with current regulations on the protection of personal data. The tool is hosted in the United States and is PrivacyShield certified for HR data. In all cases, we may keep your file for 5 years so that we can contact you again if another position matches your profile. You may, of course, object to this. To find out more about how your data is used and how you can exercise your rights, please consult our privacy policy https://www.viseo.com/fr/politique-de-confidentialite.

About the Company

VISEO

Global IT consulting for digital transformation

VISEO helps organizations with digital transformation by designing and implementing new experiences, business models, and ways of working. It delivers services across the digital value chain—digital consulting, data science, process automation, and development of digital applications—often through project-based engagements. It partners with SAP, Salesforce, Microsoft, and Anaplan to implement scalable solutions and focuses on data and AI to unlock insights and automate operations. Its goal is to turn technology into practical business improvements, helping clients in luxury goods, retail, industry, and life sciences navigate the digital era and achieve measurable value.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Boulogne-Billancourt, France
Founded: 1999

Recently Posted Jobs

Explore more opportunities at VISEO

See more jobs