Minor Hotels Europe and Americas

Operations Manager – Field Support

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Hybrid

Location: Vila Nova de Gaia • 🇵🇹 Portugal

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

About the role

  • Manage IT/IS operations teams to ensure efficient customer support and service delivery aligned with contractual SLAs, KPIs, and OLAs.
  • Oversee operations of customer support teams (Helpdesk, Field Support, Logistics, Asset Management, etc.).
  • Manage ticket distribution and task assignments across teams.
  • Promote and participate in operational meetings.
  • Build and maintain relationships with internal teams, external partners, and clients.
  • Create and manage operational documentation (processes and procedures).
  • Generate and analyze operational reports for performance monitoring.
  • Drive continuous improvement initiatives aligned with contractual obligations.
  • Manage resources (absences, vacations, training).
  • Ensure alignment between operations and service management.
  • Provide systematic field team support.
  • Communicate fluently in English.

Requirements

  • Manage IT/IS operations teams to ensure efficient customer support and service delivery.
  • Oversee operations of customer support teams (Helpdesk, Field Support, Logistics, Asset Management, etc.).
  • Manage ticket distribution and task assignments across teams.
  • Promote and participate in operational meetings.
  • Build and maintain relationships with internal teams, external partners, and clients.
  • Create and manage operational documentation (processes and procedures).
  • Generate and analyze operational reports for performance monitoring.
  • Drive continuous improvement initiatives aligned with contractual obligations.
  • Manage resources (absences, vacations, training).
  • Provide systematic field team support.
  • Communicate fluently in English.
Benefits
  • Join a multicultural and inclusive team environment.
  • Enjoy a supportive atmosphere promoting work-life balance.
  • Hybrid work.
  • Access valuable training and certifications in cutting-edge technologies.
  • Engage in exciting national and international projects.
  • Health and life insurance.
  • Referral program with bonuses for talent recommendations.
  • Great office locations.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft skills
customer supportservice deliveryrelationship buildingcommunicationteam managementoperational documentationperformance monitoringcontinuous improvementresource managementtask assignment