IT Service Delivery Lead for Managed IT Services

CDS, an HPE company; Paço de Arcos; On-site; EUR 45,000 - 70,000; Full time

Job summary

CDS, an HPE company, is seeking an experienced profile to lead projects and service delivery operations for IT managed services in Portugal. You will ensure services align with business priorities and contractual commitments, acting as the main client contact for delivery matters.

The ideal candidate combines account management expertise with IT service management knowledge and excellent communication skills to deliver an outstanding customer experience and drive governance & continuous

Qualifications

• Bachelor's degree in IT/Engineering/CS or related field.
• 3–4 years of experience in Service Delivery or similar.
• Strong understanding of IT infrastructure.
• Excellent communication, stakeholder management, and customer engagement skills.
• Proven experience managing service performance, customer expectations, and complex operational environments.

Responsibilities

• Ensure the successful delivery of managed services in line with contractual agreements, SLAs, and service scope.
• Act as the primary point of contact for customers on operational and service delivery matters.
• Coordinate incident management, monitoring, operational processes, and support activities.
• Align service delivery with ITIL/ITSM best practices and customer business objectives.
• Build and maintain relationships with customers, IT leaders, and business stakeholders.
• Understand customer needs and translate them into effective service strategies.
• Proactively manage risks, resolve concerns, and improve customer satisfaction.
• Communicate service performance, incidents, and action plans clearly and effectively.
• Lead the management of critical incidents and escalations.
• Ensure timely and effective resolution of complex service issues.
• Coordinate communication between customers, technical teams, and support organizations.
• Drive preventive actions to reduce recurring issues and operational disruptions.
• Governance & Continuous Improvement
• Analyze KPIs and operational metrics to identify improvement opportunities.
• Recommend and implement service enhancement initiatives.
• Ensure compliance with agreed service scope and contractual commitments.

Skills

Account management

IT service management

Communication skills

Stakeholder management

Customer engagement

Risk management

Education

Bachelor's degree in IT or related field

Tools

ITIL/ITSM

Job description

CDS, an HPE company, is seeking an experienced profile to lead projects and service delivery operations for IT managed services in Portugal. You will ensure services align with business priorities and contractual commitments, acting as the main client contact for delivery matters.

The ideal candidate combines account management expertise with IT service management knowledge and excellent communication skills to deliver an outstanding customer experience and drive governance & continuous