Hybrid Service Manager — Client Success & ITIL Lead

Claranet Portugal; Figueira da Foz; Hybrid; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Certification paths resources

Regular teambuilding programs

Friendly workplace

Job summary

Claranet Portugal is seeking a Service Manager to integrate our internal team in Figueira da Foz. You will manage customer communications, monitor SLAs and KPIs, report on performance, and coordinate with internal stakeholders to ensure alignment.

Requirements include 2+ years in similar roles, a degree, fluency in Portuguese and English, and ITIL experience. Power BI knowledge and a pro-active, collaborative mindset are valued.

Qualifications

• 2+ years of experience in service management or similar roles.
• Strong understanding of ITIL concepts and SLA definitions.
• Experience managing cross-functional teams and stakeholders.
• Fluent in Portuguese and English; excellent communication.
• Ability to analyze data and report on service performance.

Responsibilities

• Manage customer communications throughout service delivery.
• Ensure service levels, KPIs, and contractual obligations.
• Prepare and present performance reports to stakeholders.
• Handle escalations and incident management.
• Coordinate with internal teams and third-party providers.
• Promote continuous improvement and compliance with standards.
• Maintain updated tools and systems.

Skills

ITIL knowledge

SLA & KPI management

Stakeholder management

Communication skills

Team leadership

Problem solving

Portuguese & English

Education

Bachelor's degree or equivalent

Tools

Power BI

EasyVista

Job description

Claranet Portugal is seeking a Service Manager to integrate our internal team in Figueira da Foz. You will manage customer communications, monitor SLAs and KPIs, report on performance, and coordinate with internal stakeholders to ensure alignment.

Requirements include 2+ years in similar roles, a degree, fluency in Portuguese and English, and ITIL experience. Power BI knowledge and a pro-active, collaborative mindset are valued.