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EUT Quality Manager - Santander Digital Services

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Santander

15d ago

  • Job
    Full-time
    Mid Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Madrid
  • Quick Apply

AI generated summary

  • You must have tech or related experience, 4 years in user support, relevant degree, high English level (C1), and willingness to travel occasionally. Other languages, especially Portuguese, are a plus.
  • You will develop and execute End User Technologies strategy, manage projects, ensure service quality, resolve technical issues, and analyze financial reports to optimize efficiency and reduce costs.

Requirements

  • Experiencia en departamentos y áreas de tecnología, o en ámbitos relacionados.
  • Experiencia en la gestión de servicios TI.
  • Experiencia en Soporte a usuario final (4 años).
  • Formación requerida: Tener desde un grado superior (informática y comunicaciones; electricidad y electrónica) hasta grado universitario en ingeniería (informática, telecomunicaciones, industriales, etc.), matemáticas o estudios similares; que te permitan tener una base sólida sobre la que construir tu desarrollo y aportar en tu trabajo.
  • Idioma: Nivel alto Ingles hablado y escrito (Nivel C1 o equivalente). Se valorará otros idiomas, principalmente, portugués.
  • Disponibilidad para viajar (poca frecuencia).

Responsibilities

  • Estrategia de servicios End User Technologies: Desarrollar y ejecutar la estrategia tecnológica de End User Technologies valorando las prioridades, requerimientos, expectativas, niveles de satisfacción y áreas de preocupación de los usuarios.
  • Gestión de proyectos y procesos: Supervisar y liderar la implementación de nuestros procesos, proyectos, incidentes, problemas, cambios y solicitudes de servicio, así como los de otras áreas técnicas que suponga impacto en el usuario
  • Garantía de calidad del servicio: Presentar al cliente y asegurar que se cumplan los acuerdos de nivel de servicio (SLA) con las distintas áreas y que los servicios se entreguen de manera eficiente y efectiva, sirviendo de interlocución con las distintas áreas técnicas para agilizar su resolución en tiempo y garantizar el flujo correcto del ticket.
  • Asistencia Técnica y mejora continua: Resolución de incidencias técnicas en equipos informáticos y dispositivos móviles, principalmente para las que supongan un alto impacto en el usuario y en aquellas que nos permita identificar oportunidades de mejora y llevar a cabo iniciativas para optimizar la calidad del servicio
  • Facturación y Análisis financieros: Proporcionar informes financieros facilitados por el área de Gobierno de EUT y ayudar en la toma de decisiones sobre inversiones y estrategias tecnológica, identificando oportunidades para mejorar la eficiencia y reducir gastos innecesarios

FAQs

What is the location for the EUT Quality Manager position?

The position is based in Boadilla del Monte, Spain.

What are the primary responsibilities of the EUT Quality Manager?

The EUT Quality Manager will be the main point of contact for users, ensuring effective delivery of End User Technologies services, maintaining customer satisfaction, and actively participating in problem-solving and incident resolution.

What qualifications are required for this role?

Candidates should have a higher education degree in fields such as computer science, telecommunications, industrial engineering, mathematics, or similar studies.

What experience is needed for the EUT Quality Manager role?

Candidates should have experience in IT departments, service management, and at least 4 years of experience in end-user support.

Is knowledge of languages important for this position?

Yes, a high level of spoken and written English (C1 level or equivalent) is required. Knowledge of other languages, especially Portuguese, will be valued.

Does the position require travel?

Yes, there may be a requirement to travel, although it will be infrequent.

What is Santander Digital Services' approach to risk management?

Santander Digital Services emphasizes a strong risk culture and expects all professionals to have a proactive and responsible attitude towards risk management.

Are there equal opportunity policies in place at Santander?

Yes, Santander is committed to being an organization that values the development of people and ensures equality of opportunity regardless of race, sex, religion, age, sexual orientation, marital status, disability, nationality, or gender identity.

How does this role contribute to service quality?

The EUT Quality Manager ensures that service level agreements (SLAs) are met, services are delivered efficiently, and technical incidents are resolved promptly to maintain high quality in service delivery.

What kind of projects will the EUT Quality Manager oversee?

The EUT Quality Manager will supervise and lead the implementation of processes, projects, incidents, problems, changes, and service requests that impact the end user.

Here to help you prosper

Finance
Industry
10,001+
Employees
1857
Founded Year

Mission & Purpose

Santander is a leading global bank, founded in 1857 and headquartered in Spain, and is one of the largest banks in the world by market capitalisation. It provides a wide range of financial products and services, including personal and corporate banking, wealth management, and insurance. With a strong presence in Europe, Latin America, North America, and Asia, Santander's mission is to help people and businesses prosper by offering customer-centric solutions. Its purpose is to support growth and innovation while fostering responsible banking practices to benefit individuals, businesses, and communities.