Service Operational Specialist

HEINEKEN MÉXICO represents the brewing group with the longest tradition in Mexico since its founding in 1890, with a team in Mexico of more than 18,000 employees. Our company values include bringing fun to the lives of our consumers and collaborators by promoting our products responsibly and fostering an environment where people can fully unlock their full potential and enjoy their work. We have a passion for quality in everything we do, we invest in our people, new technologies and continuous improvement processes in our organization. Furthermore, we respect the individual, society and the environment, committing ourselves to the communities where we operate, respecting the Universal Declaration of Human Rights, and following the laws of the countries in which we are operate.

At HEINEKEN, we brew great beers and we build great brands. We are committed to surprising and exciting our consumers and employees everywhere. We have a proud history and heritage in brewing and in our communities. With operations in over 70 markets globally, we are the world's most international brewer. 

We Go Places! How about you?
Location: Monterrey
Function: Digital & Technology
Sub Function: Digital & Technology - Other Support
Type of Contract: Permanent

Purpose:

The Service Operational Specialist must ensure its proper operation. This includes proposing and monitoring service KPIs, ensuring adherence to contractually agreed SLAs, generating service level reports, conducting service follow-up meetings, evaluating customer satisfaction.. Additionally, he/she must standardize processes, manage service transitions efficiently, and provide visibility into the service status.

Requirements:

• Bachelor’s degree technology related subject and/or equivalent recognised work experience
• 5+ years working with established IT Service Management practices in a corporate environment
• Experience facilitating requests and tasks across technical teams, third party vendors and internal customers
• Practical knowledge of ITIL processes, certification of ITIL V3 or V4 on at least Intermediate Level is a plus

At HEINEKEN México our commitment is to respect people, society and the environment, we are against any discriminatory practice of religion, sex, political tendency, socioeconomic level or ethnic origin.

All our recruitment and selection processes are free. If you receive an email requesting deposits to cover medical exams, we urge our users to ignore these messages.