Global IT Service Manager: Major Incidents & Delivery

TLScontact; Portugal; On-site; EUR 45,000 - 60,000; Full time

Job summary

TLScontact is seeking an experienced Service Manager to own IT service delivery across our multinational operations, coordinating between technical teams, business operations and external clients. You will lead major incidents, stakeholder relations, cross-functional teams and continuous improvement initiatives to meet SLAs and MTTR targets.

You will manage governance reporting, post-implementation stabilisation and service improvement initiatives, with exposure to government services and

Qualifications

• Proven IT service management experience with major incident handling.
• Excellent communication skills in English and stakeholder management with senior clients.
• Experience coordinating multinational, cross-functional technical teams.
• Solid understanding of ITIL practices and Agile methodologies.
• Experience with IT service delivery, infrastructure and service automation tools.
• Ability to manage competing priorities, drive accountability and deliver results in a complex environment.
• Confidence handling IT, security and privacy matters.
• Experience in Government Services is a plus.
• Familiarity with Jira, Confluence and collaboration platforms.
• Degree in Computer Science, Engineering or related discipline.

Responsibilities

• Own IT service delivery as the main point of contact between technical teams, operations and external stakeholders.
• Lead Major Incident Management from detection to restoration with minimal business disruption.
• Build and maintain relationships with internal teams, clients, government partners and senior stakeholders.
• Coordinate Service Desk, Infrastructure, SRE, Cyber Security and Software Development teams.
• Lead root-cause analysis and drive permanent solutions.
• Lead Change Control Committees and manage risk for changes.
• Monitor service performance, analyse KPIs and drive improvements in quality and satisfaction.
• Lead post-launch Hypercare, stabilising new systems and changes.
• Produce comprehensive service performance reports and governance metrics.

Skills

ITIL

Incident Mgmt

Stakeholder Mgmt

Cross-functional Leadership

Jira/Confluence

English Fluency

Education

CS/Engineering degree

Tools

Jira

Confluence

Miro

Job description

TLScontact is seeking an experienced Service Manager to own IT service delivery across our multinational operations, coordinating between technical teams, business operations and external clients. You will lead major incidents, stakeholder relations, cross-functional teams and continuous improvement initiatives to meet SLAs and MTTR targets.

You will manage governance reporting, post-implementation stabilisation and service improvement initiatives, with exposure to government services and