IT Service Management Analyst - Hybrid Work + Bonus (Porto/Lisbon)

Talent Search People; Porto; Hybrid; EUR 42,000 - 60,000; Full time

Benefits offered by this job

Annual Bonus (8%)

Hybrid Work Model (2 days onsite at Ĺ

Private Health Insurance

Nutrition and Psychology Consultations

Job summary

Talent Search People is seeking a delivery services professional to oversee IT Service Management across 51 countries. You will manage an outsourced Service Desk, drive performance, and partner with global stakeholders to enhance user experience and automation initiatives.

The role requires 3-5 years in ITSM, strong KPI/SLA know-how, and fluent English in a multinational setting. A hybrid work model and health benefits are provided.

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.
• Excellent stakeholder management and communication skills.

Responsibilities

• Manage relationship with outsourced Service Desk provider and ensure high-quality service delivery.
• Conduct service reviews, analyse performance metrics, and drive continuous improvement.
• Monitor and enhance user experience using service analytics and feedback.
• Support and improve 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 support transformation initiatives.
• Act as trusted partner 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 and performance tracking.
• Contribute to development of future service management capabilities and automation strategies.

Skills

IT service management

KPI & SLA management

Vendor management

Stakeholder management

Change management

English fluency

Education

Bachelor's degree

Job description

Talent Search People is seeking a delivery services professional to oversee IT Service Management across 51 countries. You will manage an outsourced Service Desk, drive performance, and partner with global stakeholders to enhance user experience and automation initiatives.

The role requires 3-5 years in ITSM, strong KPI/SLA know-how, and fluent English in a multinational setting. A hybrid work model and health benefits are provided.