IT Service Management Analyst

Talent Search People; Porto; Hybrid; EUR 33,000 - 46,000; Full time

Benefits offered by this job

Total package €33k+ base

Annual bonus 8%

Meal allowance €11/day

Hybrid work 2 onsite days

Private health insurance

Nutrition & psychology consultations

Permanent direct contract with Linde

Job summary

Talent Search People is seeking an experienced IT Service Manager for our EMEA Delivery Services team, based in Porto. You will manage a 51-country service desk program, optimize service quality, and lead transformation initiatives with global stakeholders.

The role emphasizes vendor relationships, performance reviews, and user experience enhancements. You will collaborate on AI-driven support solutions, measure impact, and drive efficiency gains while reporting to the Delivery Services Manager.

Qualifications

• 3–5 years of experience in IT Service Management, Service Delivery or Service Operations.
• Proven experience managing outsourced Service Desk providers and vendor relationships.
• Strong knowledge of KPI and SLA management.
• Experience in transformation or change management environments.
• Solid understanding of user experience principles within IT support services.

Responsibilities

• Drive service excellence across 51 countries by managing Service Desk performance.
• Manage relationship with outsourced Service Desk provider and ensure SLAs/KPIs.
• Conduct service reviews, analyse performance and drive improvements.
• Monitor and enhance user experience using analytics and feedback.
• Support AI-powered support solutions and automation initiatives.
• Identify opportunities to increase Service Desk efficiency and first-contact resolution.
• Collaborate with EMEA stakeholders to harmonise processes and drive transformation.
• Provide support to Delivery Services Manager on strategic and operational topics.
• Drive change management activities and promote adoption of new processes and technologies.
• Prepare reports, dashboards, and presentations to support decision-making.

Skills

IT service management

Vendor management

KPI & SLA management

Change management

User experience

English fluency

Education

Bachelor's degree in IT/BI/Engineering

Job description

Join a global IT transformation journey and help shape the future of service experience, automation, and user support across EMEA!

What will you do?

• As a key member of the EMEA Delivery Services team, you will drive service excellence across 51 countries by managing Service Desk performance, collaborating with global stakeholders and vendors, enhancing user experience, and supporting automation, AI, and service transformation initiatives.
• Manage the relationship with the outsourced Service Desk provider, ensuring high-quality service delivery and adherence to agreed SLAs and KPIs.
• Conduct service reviews, analyse performance metrics, and drive continuous improvement initiatives.
• Monitor and enhance user experience by leveraging service analytics, user feedback, and operational insights.
• Support and improve AI-powered support solutions, including chatbot and automation initiatives.
• Identify opportunities to increase Service Desk efficiency and first-contact resolution rates.
• Collaborate with stakeholders across EMEA to harmonise processes and support service transformation initiatives.
• Act as a trusted operational partner to the Delivery Services Manager, providing support on strategic and operational topics.
• Drive change management activities and promote adoption of new processes and technologies.
• Prepare reports, dashboards, and presentations to support decision-making and performance tracking.
• Contribute to the development of future service management capabilities and automation strategies.

Who we look for

• Requirements
• Bachelor's degree in Information Technology, Business Information Systems, Engineering, or a related field.
• 3-5 years of experience in IT Service Management, Service Delivery, or Service Operations.
• Proven experience managing outsourced Service Desk providers and vendor relationships.
• Strong knowledge of KPI and SLA management.
• Experience working in transformation or change management environments.
• Solid understanding of user experience principles within IT support services.
• Excellent stakeholder management and communication skills.
• Fluent English, with the ability to work in an international environment on a daily basis.
• Strong organisational skills, with the ability to prioritise effectively and manage multiple initiatives.

What we offer

• Total Annual Compensation Package: €33k+Base Salary.
• Annual Bonus (8%).
• Meal Allowance: €11/day.
• Hybrid Work Model: Only 2 days per week onsite at Lionesa Business Hub.
• Private Health Insurance.
• Access to Nutrition and Psychology Consultations.
• Permanent direct contract with Linde.