Service Manager

Farfetch (NYSE: FTCH)

  • Location
    • Porto
  • Date Posted
  • 29 Dec 2020
  • Function
  • Technical & Customer Support
  • Sector
  • Retail

Farfetch exists for the love of fashion. We believe in empowering individuality. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.

We’re a diverse and global community made up of Farfetchers, our partners and our customers, which we believe is at the heart of our success. Everything we do is centred around our values - Be Human, Think Global, Be Revolutionary, Todos Juntos, Be Brilliant, Amaze Customers - which define our beliefs and our actions. We welcome difference and foster a consciously 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 disrupt, with the freedom and autonomy to make a real impact 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. We welcome new ideas and a large number of our people. 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

Reporting to the Global Tech Service Management area, you will be accountable for process and maintenance, design and improvement of the service management processes as necessary to achieve the objectives of the business.

This position is expected to be responsible for delivering an exceptional service experience to our customers (internal and external), managing day-to-day operations, and preparing Tech Service to meet the Farfetch needs.

We are hiring leaders who want to run a service business and be part of a revolutionary and unprecedented part of history here at Farfetch, as we transform the way we view Service.

What you'll do

  • Accountable for the overall quality and overseeing of the management and compliance with the procedures, data models, policies, and technologies associated with the service management processes
  • Service management processes Design
  • Ensuring that the service management processes are fit for purpose
  • Service management processes Improvement
  • Promote and reinforce adherence to the process and policies associated with Incident, Problem and Knowledge Management
  • Ensure the design of the service management processes aligns with the business and industry best practices
  • Create and maintain reporting mechanisms and communication plans
  • Work in conjunction with Continual Service Improvement
  • Be the single point of contact between the local Business and Tech area for service subject.

Who you are

  • Graduated in Information Systems or related field
  • A professional with 5+ Year of working experience with at least 2 years’ experience in Service Management
  • Demonstrated sense of urgency and willingness to provide exceptional customer service
  • Able to easily build relationships with the different players of the tech area, at different levels of the organization
  • A professional with good attention to detail, and ability to assimilate, sort through and aggregate complex information quickly and effectively
  • Professional approach when dealing with internal and external customers, including clear and concise written and verbal communication skills, both in Portuguese and English, with the capability to communicate at multiple levels in the organization
  • Experienced in working in large scale organizations on a multi-national level with a multicultural team is a plus
  • Proficient with Confluence and JIRA tools is a plus
  • ITIL certifications are a plus.

We are looking for a Service Manager to report to the Global Tech Service Management area. You will be accountable for process and maintenance, design and improvement of the service management processes as necessary to achieve the objectives of the business.