IT Service Management Analyst | Hybrid & AI-Driven Support

Talent Search People; Porto; Hybride; EUR 33 000 - 46 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

IT service management

Vendor management

KPI & SLA management

Change management

User experience

English fluency

Formation

Bachelor's degree in IT/BI/Engineering

Description du poste

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.