Qureos Mentor

Ingenico

<div>
 
 
 Customer Support - Project Management Office
 
 
 
 
 
 
 
 Job Summary:
 
 
 
 We&rsquo;re looking for a detail-oriented, organized, and proactive
 
 PMO Lead
 
 reporting into the Head of Customer Support Transformation &amp; Service Introduction. The PMO Lead will be driving operational excellence across a dynamic, high-impact support organization at a leading payments platform. This role sits at the heart of our support function, acting as the connective tissue between strategic initiatives, project execution, and cross-functional coordination.
 
 
 As the PMO Lead, you'll ensure that key initiatives are well-planned, tracked, and delivered on time. While your core responsibilities will focus on standard PMO duties, an appreciation and understanding of the customer and merchant support experience will be highly valuable.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 Project Governance &amp; Standards
 
 
 <ul>
 <li>
 Establish and enforce PMO frameworks, methodologies, and tools tailored to ITIL and support operations.
 </li>
 <li>
 Drive clarity, follow-through, and accountability by ensuring action items are documented, owners are assigned, and timelines are met.
 </li>
 <li>
 Ensure all projects follow consistent lifecycle practices and maintain centralized documentation and a single source of truth for project status, risks, decisions, and KPIs.
 </li>
 </ul>
 
 
 Portfolio &amp; Resource Management
 
 
 <ul>
 <li>
 Oversee a portfolio of initiatives impacting Customer Support, ITSM processes, and service delivery.
 </li>
 <li>
 Facilitate demand management, prioritization, and capacity planning across support teams.
 </li>
 <li>
 Track dependencies, budgets, timelines, and resource utilization across active and upcoming projects.
 </li>
 </ul>
 
 
 Reporting &amp; Communication
 
 
 <ul>
 <li>
 Create and deliver project dashboards, reports, and executive summaries on performance, risks, and progress.
 </li>
 <li>
 Support continuous improvement efforts with data-driven insights and retrospective reviews.
 </li>
 <li>
 Serve as liaison between project teams, service owners, business stakeholders, and senior leadership.
 </li>
 </ul>
 
 
 ITIL &amp; Service Management Alignment
 
 
 <ul>
 <li>
 Ensure projects integrate with ITIL-aligned processes (e.g., Incident, Problem, Change, Service Request).
 </li>
 <li>
 Collaborate with ITSM teams to ensure new initiatives support SLA targets, customer satisfaction, and service stability.
 </li>
 <li>
 Contribute to the standardization and documentation of processes, change controls, and workflows.
 </li>
 </ul>
 
 
 
 
 
 Required Qualifications:
 
 
 <ul>
 <li>
 5+ years of experience in project/program management or PMO functions.
 </li>
 <li>
 Strong understanding of
 
 ITIL best practices
 
 and their application in operational environments.
 </li>
 <li>
 Proven experience managing projects within
 
 Customer Support, ITSM, or Service Desk
 
 functions.
 </li>
 <li>
 Proficiency in project management tools (e.g., MS Project, Smartsheet, JIRA).
 </li>
 <li>
 Strong organizational, communication, and stakeholder management skills.
 </li>
 <li>
 Ability to translate strategic goals into actionable and measurable project outcomes.
 </li>
 </ul>
 
 
 
 
 
 Preferred Qualifications:
 
 
 <ul>
 <li>
 Experience working with or supporting customer or merchant support functions, preferably in SaaS, fintech, or payments.
 </li>
 <li>
 
 ITIL Foundation certification
 
 (v3 or v4).
 </li>
 <li>
 
 PMP
 
 ,
 
 PRINCE2
 
 , or
 
 Certified Scrum Master (CSM)
 
 credentials.
 </li>
 <li>
 Experience with,
 
 Jira Service Management
 
 , ServiceNow or other ITSM platforms.
 </li>
 <li>
 Familiarity with customer satisfaction programs, ticketing systems, and support metrics (SLAs, CSAT, FCR).
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Our Culture &amp; Values
 
 </li>
 <li>
 At Ingenico, we thrive on innovation, collaboration, and delivering customer value. Our values&mdash;Trust, Innovation, and Care&mdash;define how we work and grow together. We challenge the status quo, push boundaries, and deliver results as a team.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Diversity &amp; Inclusion
 
 </li>
 <li>
 Ingenico is proud to be an equal opportunity employer. We are committed to fostering an inclusive environment where every employee feels respected and empowered.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Ready to Make an Impact?
 
 </li>
 <li>
 Join us and help shape the future of payments across Asia. Apply now.
 </li>
 <li>
 📌 Learn more about Ingenico:
 </li>
 <li>
 🌍 Ingenico Global Website: https://www.ingenico.com
 </li>
 <li>
 📢 Ingenico LinkedIn: https://www.linkedin.com/company/ingenico/
 </li>
 </ul>
 
 
</div>

Project Management Officer

<div>
 
 
 Job Summary:
 
 
 
 We are looking for a skilled and analytical
 
 BI &amp; Reporting Analyst
 
 to support our Customer Support and team through advanced reporting, visualization, and data insights. This role is critical in translating ITIL-aligned support data into actionable dashboards and reports to drive performance, SLA adherence, and continuous improvement.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Design, build, and maintain interactive dashboards in
 
 Power BI
 
 that visualize KPIs across Incident, Problem, Change, and Request Management processes.
 </li>
 <li>
 Collaborate with ITSM and Customer Support teams to identify reporting needs aligned with
 
 ITIL practices
 
 and service goals.
 </li>
 <li>
 Translate raw data from ITSM tools (e.g., Jira Service Management, ServiceNow, BMC Remedy, ) into clean, structured datasets suitable for reporting.
 </li>
 <li>
 Provide insights into support performance, SLA compliance, ticket volumes, resolution times, backlog trends, and user satisfaction metrics.
 </li>
 <li>
 Develop data models, queries, and metrics that support operational and strategic decision-making.
 </li>
 <li>
 Ensure accuracy, consistency, and availability of real-time and historical data for dashboards and reports.
 </li>
 <li>
 Document and maintain data definitions, report logic, and dashboard usage guidelines.
 </li>
 <li>
 Support audits, compliance tracking, and executive reporting with on-demand and scheduled data visualizations.
 </li>
 <li>
 Continuously identify opportunities to automate reporting and improve data accessibility and storytelling.
 </li>
 </ul>
 
 
 
 
 
 Required Qualifications:
 
 
 <ul>
 <li>
 6+ years of hands-on experience designing
 
 Power BI dashboards
 
 and reports, preferably in an IT or customer support-focused organization.
 </li>
 <li>
 Strong knowledge of
 
 ITIL frameworks
 
 and ITSM processes (especially Incident, Problem, and Change Management).
 </li>
 <li>
 Experience working with ITSM platforms such as
 
 Jira Service Management, ServiceNow, or BMC
 
 .
 </li>
 <li>
 Understanding of support operations, service metrics (SLAs, KPIs), and reporting requirements in customer support or service desk environments.
 </li>
 <li>
 Strong analytical thinking and attention to detail.
 </li>
 <li>
 Familiarity with Excel, SQL, and other data tools.
 </li>
 </ul>
 
 
 
 
 
 Preferred Qualifications:
 
 
 <ul>
 <li>
 ITIL Foundation Certification (v3 or v4).
 </li>
 <li>
 Experience with automated data pipelines or ETL tools.
 </li>
 <li>
 Experience integrating data from multiple systems (CRM, ITSM, HR systems, etc.).
 </li>
 <li>
 Familiarity with tools like Tableau or Excel VBA as secondary platforms.
 </li>
 </ul>
 
 
</div>

BI & Reporting Analyst

Join Ingenico and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Ingenico

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Project Management Officer

BI & Reporting Analyst