Junior Service Manager - FARFETCH

PT Porto
29 Sep 2021
29 Oct 2021
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.


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.


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!


We are looking for a Junior Service Manager that can handle the backlog of several projects and provide an effective and high-quality customer experience.


    • Support a senior member of the team providing services delivered within a Service Desk catalogue to several customers
    • Work with our client to gain an understanding of them, the contract, the business context and the priorities of the account
    • For all changes and implementations create the completion of the service acceptance, technical assurance and handover processes
    • Provide guidance to the service team regarding the investigation and solving customers' problems
    • Handle customer queries or any incidents that have been escalated;
    • Review and sharing incident reports
    • Help improving customer service procedures for your organization or department
    • Provide training to external partners in operational tools (e.g. content management, order management)
    • Communicate changes in products to multiple partners


    • You have a degree in Information Systems, Management or related field
    • A professional with at least 1 year of experience in IT Service Management
    • Knowledgeable in Product/Software development, with an understanding of all different phases, from creation all the way through implementation and continuous improvement
    • Able to easily build relationships with the different players of the organization, at different levels (from C-level to engineer)
    • With an understanding of agile methodologies and commitment to agile principles
    • Knowledgeable in IT service management frameworks (such as ITIL) is a plus


    • 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


    • 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.

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