Farfetch is hiring a

Service Controller

Porto, Portugal
Full-Time
FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.


We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.


TECHNOLOGY


We're on a mission to build the technology that powers the global platform for luxury fashion. We operate a modular end-to-end technology platform purpose-built to connect the luxury fashion ecosystem worldwide, addressing complex challenges and enjoying it. We're empowered to break traditions and revolutionise, with the freedom and autonomy to make a difference for our customers all over the world.


PORTO


Our Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. From Account Management to Technology and Product, whatever your skills are, you'll find your fit here. You can have an informal meeting in the treehouse or play the piano in your lunch break!


The Role

We are hiring a Service control Manager to help us improve service processes within Farfetch Platform Solutions Service Management. You will monitor the execution of our existing processes by developing process control strategies and ensuring that our processes comply with service levels contractually agreed. To ensure success as a Service Controller, you should demonstrate experience monitoring, assessing and optimizing control processes and specialization in a related field.

WHAT YOU'LL DO

  • Perform regular evaluation of the metrics within our service management processes.
  • Identify areas that need process control optimization.
  • Evaluate the efficiency of processes.
  • Drive process control development in collaboration with service managers.
  • Recommend suitable software solutions and automate reporting processes.
  • Train teams on the implementation of new processes.
  • Keep service control operations within budget without compromising quality and efficiency.
  • Ensure compliance with industry standards and contracts.
  • Document processes and prepare progress reports.

WHO YOU ARE

  • At least two years' experience in process/service control in a related industry.
  • Understand the challenges associated with Service Management in the software industry.
  • Ensure the service levels agreed are achieved by managing and reporting.
  • Ensure established and agreed processes are used.
  • Work towards minimizing downtime to the business and identify potential service improvements to improve customer service quality.
  • Check and analyze all changes that might have an impact on the service provided.
  • Perform analysis of process documentation before new applications are put in place/updated and provide feedback to the customer.

REWARDS & BENEFITS

  • Health insurance for the whole family, flexible working environment and well-being support and tools
  • Extra days off, sabbatical program and days for you to give back for the community
  • Training opportunities and free access to Udemy
  • Flexible benefits program
  • FARFETCH Equity plan

EQUAL OPPORTUNITIES STATEMENT

  • FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.

We are hiring a Service control Manager to help us improve service processes within Farfetch Platform Solutions Service Management. You will monitor the execution of our existing processes by developing process control strategies and ensuring that our processes comply with service levels contractually agreed. To ensure success as a Service Controller, you should demonstrate experience monitoring, assessing and optimizing control processes and specialization in a related field.

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