Account Manager

Volkswagen Financial Services Portugal; Porto; Presencial; EUR 60 000 - 85 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Bonuses and benefits depending on perf

Private health insurance

Schooling allowance and pension scheme

Resumo da oferta

Volkswagen Financial Services Portugal in Porto seeks a portfolio and service governance professional to manage the service catalogue, coordinate offers, and provide transparent portfolio data. You will partner with Service Owners, I-KAMs, and SDMs to ensure complete, consistent service descriptions, SDS tracking, and governance readiness across markets.

The role emphasizes structured, proactive work, strong communication, and the ability to balance customer needs with internal controls.

Qualificações

• Experience in service management, portfolio management, offer coordination, business operations, PMO, or similar governance-oriented roles.
• Good understanding of IT services, service catalogues, service descriptions, and service documentation.
• Ability to structure information and create transparency across customers, services, agreements, and stakeholders.
• Strong process orientation and attention to detail.
• Experience coordinating offers, service documentation, approvals, or commercial/service-related inputs.
• Ability to challenge incomplete or unclear service information.
• Good understanding of cost transparency, service scope, and customer-facing documentation.
• Ability to work with Service Owners, HQ Account Managers, Finance, and delivery teams to consolidate reliable information.
• Structured, analytical, and proactive way of working; ownership and follow-up discipline.
• Ability to coordinate multiple stakeholders and dependencies.

Responsabilidades

• Maintaining the service catalogue and ensuring service information is complete, accurate, and up to date
• Creating and maintaining transparency on which services are provided to which customers
• Supporting service onboarding, updates, and retirement from a portfolio perspective
• Ensuring consistency of service descriptions, service ownership, and service classification
• Maintaining an overview of DORA-relevant services where applicable
• Coordinating the offer creation process between Service Owners, Porto teams, I-KAMs, and other relevant stakeholders
• Ensuring offers are complete, consistent, and aligned with the agreed service structure
• Challenging missing, unclear, or inconsistent service information in offer documentation
• Ensuring quality and consistency of offer content, not only document formatting
• Maintaining offer status, offer history, and traceability between offers, customers, services, and agreements
• Building and maintaining a clear overview of Services per customer, Customers per service, Service Owners, Existing offers, SDS / SLA status and DORA relevance where applicable
• Preparing portfolio input for customer meetings and governance discussions
• Supporting Customer Engagement Managers with factual service and portfolio information
• Enabling better decision-making through reliable portfolio data
• Maintaining the SDS framework, templates, and related tracking overview
• Ensuring that each relevant service/customer combination has an SDS created or planned
• Coordinating SDS updates with Customer Engagement Managers, Service Owners, and SDMs
• Tracking SDS completeness, review status, and required follow-up actions
• Supporting structured documentation for DORA-related services where applicable
• Identifying gaps, inconsistencies, duplications, or missing ownership in the service portfolio
• Supporting improvements to offer templates, catalogue structure, SDS tracking, and governance processes
• Providing portfolio reporting and insights to support service reviews and management decisions
• Driving standardization and scalability of portfolio and offer management practices

Conhecimentos

Service management

Portfolio management

Offer coordination

IT service knowledge

Attention to detail

English fluency

Stakeholder coordination

Structured working style

Descrição da oferta de emprego

It's been more than 70 years since Volkswagen Financial Services AG financed the first Volkswagen vehicles in Germany in 1949. A lot has changed since then, but our core goal hasn't; ensuring we meet the mobility needs of the people.

Volkswagen Financial Services today operates in 48 markets through its various subsidiaries, shareholdings, and joint ventures. Volkswagen Financial Services is the largest provider of automotive financial services worldwide.

At VWFS Porto, we are proud to foster a gender-equal workplace, where diversity is celebrated, and every individual is provided with equal opportunities to thrive and succeed.

Objectives:

Ensure clear ownership and transparency of the service portfolio, offer lifecycle, and service/customer information across Volkswagen Financial Services markets. Support scalable and consistent service governance by maintaining the service catalogue, coordinating offer creation, tracking service delivery specifications, and ensuring visibility on which services are provided to which customer, under which conditions.

In this role you will be responsible for:

• Maintaining the service catalogue and ensuring service information is complete, accurate, and up to date
• Creating and maintaining transparency on which services are provided to which customers
• Supporting service onboarding, updates, and retirement from a portfolio perspective
• Ensuring consistency of service descriptions, service ownership, and service classification
• Maintaining an overview of DORA-relevant services where applicable

2. Offer Lifecycle Management

• Coordinating the offer creation process between Service Owners, Porto teams, I-KAMs, and other relevant stakeholders
• Ensuring offers are complete, consistent, and aligned with the agreed service structure
• Challenging missing, unclear, or inconsistent service information in offer documentation
• Ensuring quality and consistency of offer content, not only document formatting
• Maintaining offer status, offer history, and traceability between offers, customers, services, and agreements

3. Service / Customer Transparency

• Building and maintaining a clear overview of Services per customer, Customers per service, Service Owners, Existing offers, SDS / SLA status and DORA relevance where applicable
• Preparing portfolio input for customer meetings and governance discussions
• Supporting Customer Engagement Managers with factual service and portfolio information
• Enabling better decision-making through reliable portfolio data

4. SDS Framework & Tracking

• Maintaining the SDS framework, templates, and related tracking overview
• Ensuring that each relevant service/customer combination has an SDS created or planned
• Coordinating SDS updates with Customer Engagement Managers, Service Owners, and SDMs
• Tracking SDS completeness, review status, and required follow-up actions
• Supporting structured documentation for DORA-related services where applicable
• Identifying gaps, inconsistencies, duplications, or missing ownership in the service portfolio
• Supporting improvements to offer templates, catalogue structure, SDS tracking, and governance processes
• Providing portfolio reporting and insights to support service reviews and management decisions
• Driving standardization and scalability of portfolio and offer management practices

Success Measures

• Completeness and accuracy of service catalogue information
• Availability of service/customer overview
• Quality and consistency of offer content
• Timely coordination of offer creation and updates
• SDS completeness and tracking maturity
• Improved transparency of services, customers, Service Owners, and agreements
• Reduced dependency on checking individual offers to understand customer service scope
• Better support to Customer Engagement Managers, Service Owners, and HQ Account Managers

We believe that the right profile for this job should have / be:

• Experience in service management, portfolio management, offer coordination, business operations, PMO, or similar governance-oriented roles
• Good understanding of IT services, service catalogues, service descriptions, and service documentation
• Ability to structure information and create transparency across customers, services, agreements, and stakeholders
• Strong process orientation and attention to detail
• Experience coordinating offers, service documentation, approvals, or commercial/service-related inputs
• Ability to challenge incomplete or unclear service information
• Good understanding of cost transparency, service scope, and customer-facing documentation
• Ability to work with Service Owners, HQ Account Managers, Finance, and delivery teams to consolidate reliable information
• Personal Skills
• Structured, analytical, and proactive way of working
• Strong ownership and follow-up discipline
• Ability to coordinate multiple stakeholders and dependencies
• Pragmatic mindset with focus on quality, consistency, and transparency
• Fluency in English, both written and spoken

What we Offer:

• Competitive package including private health insurance, life insurance and meal allowance (pay by meal card).
• Bonuses and benefits depending on performance
• Schooling allowance and pension scheme
• Incredible and unique annual company events
• Opportunity to work on an international project and be part of multicultural and multidisciplinary team
• Solid performance evaluation and career management methodologies
• Continuous training – technical and behavioural development