IT Service Management Oversight Analyst

GrabJobs; Lisboa; Híbrido; EUR 40 000 - 60 000; Tempo integral

Resumo da oferta

A leading global logistics company is seeking an IT Service Management Oversight Analyst in Lisboa. You will define and implement IT Service Management practices, ensure compliance, and manage global IT service operations. A minimum of 2 years’ experience in IT Service Management is required. The role offers an attractive compensation package and training opportunities.

Serviços

Attractive compensation package

Training and on-the-job learning opportunities

Employee Assistance Program

Career growth opportunities

Qualificações

• Proven IT Service Management experience, ideally across different process areas.
• Excellent working knowledge of IT service management processes.
• Strong time management and process-driven mindset.

Responsabilidades

• Define and implement IT Service Management strategy.
• Drive continual improvement framework.
• Ensure compliance with FedEx policies and standards.

Conhecimentos

IT service management processes

Process definition

Communication skills

Process management

Systems thinking

Ferramentas

ServiceNow

Data Analytics

ITIL certification

Descrição da oferta de emprego

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IT Service Management Oversight Analyst, Lisboa

Client: FedEx

Location: Lisboa, Portugal

Job Category: Other

Salary: $0-0/monthly

EU work permit required: Yes

Job Views: 2

Posted: 28.08.2025

Expiry Date: 12.10.2025

Job Description:

PTJ Fedex Express Portugal, Unip., Lda

Address: R. Lionesa

Scheduled Weekly Hours: 40

Worker Type: Regular

Posting Start Date: 30-jul.-2025

Posting Close Date: 29-ago.-2025

Job Family: FXE-EU: Project/ Process Analyst (ID)

Position Summary:

We have an exciting opportunity for you to join our team as an IT Service Management Oversight Analyst.

Who we are:

FedEx is the largest express transportation company in the world, connecting more than 220 countries and territories. We work every moment to deliver the most important package of someone’s day. Our team of passionate people know their day-to-day work is invaluable in delivering outstanding experience to our customers. 530,000 team members strong, we are as diverse as the world we serve. We love what we do, and we do it well. Our reach is big, and so are our dreams. Join us and let's write our next chapter together.

What you will be doing:

The IT Service Management function is a new MD function that will define and implement the IT Enterprise IT Service Management strategy, in conjunction with our strategic Managed Service provider, to deliver a single IT Service Management operating model. This will enable a global set of IT Service Management practices and processes aimed at improving IT Service reliability, reduction of business outages and gain efficiencies from a single way of working.

An exciting opportunity has arisen within the IT Service Management function as an IT Service Management Analyst reporting to the Manager of the IT Service Management Oversight team. The successful candidate will have a working scope of global IT Service Management and scope that involves:

• IT Service Management Strategic Planning
• IT Service Management Operating Model Definition
• Service Management Governance Framework & Reporting
• Service Management Guidelines & Standards
• Driving a continual improvement framework
• Definition and operation of a Service Management Office
• IT Service Management Practice & Process Definitions
• Organisational design (Internal/External)
• Transformation planning, design, build & project delivery

Responsibilities include but not limited to:

• Thought leadership: contribution of IT Service Management subject matter expertise, to the evolution and improvement of the global IT Service Management practice and operating model.
• Process Ownership: full IT SM process ownership being responsible for ensuring that global process(s) are fit for purpose, based upon ITIL and FedEx best practices and aligned with organizational goals and strategy.
• IT SM Technology (PDSM): Work in partnership with Enterprise Platform Product Owners to drive demand, planning and requirements to ensure that underpinning technology meets the needs of the global IT SM processes.
• Assigned Vendor oversight: ensure multiple ITSM Vendor process outcomes meet the needs of business partners and the Global Service Management practice.
• Process Management: work with our IT SM Vendor to implement communication, training, and reinforcement plans to ensure the IT SM processes are understood, adopted, and measured.
• Advocacy: work to gain cooperation and compliance from all IT stakeholders involved in all IT SM processes representing the global IT SM scope and practice.
• Compliance: ensure all ITSM processes executed by vendor fully meet all FedEx policies, processes, and standards.

What do you bring with you:

Proven IT Service Management experience, with extensive knowledge and at least 2 years in IT Service Management, ideally across different process areas.

You will have proven ability in:

• Excellent working knowledge of IT service management processes
• Process definition work (design, documentation, stewardship)
• Process management (measurement and governance)
• Systems thinking linked to IT Service Management
• ITIL best practice (SME understanding)
• Excellent reporting, communication, and presentation skills
• Experience owning and managing QDM projects
• Business acumen and translating business needs into IT Service Management solutions
• Strong communication, influencing skills, and ability to operate independently
• High standards, pragmatism, and results-oriented approach
• Strong time management, organization, and process-driven mindset

Other Required skills:

• Excellent command of English (oral and written)
• Effective communication and presentation skills
• QDM experience and knowledge
• Adaptability and willingness to learn new technologies

Skills considered a plus:

• ITIL certification
• Data Analytics
• Artificial Intelligence
• ServiceNow
• Data Stewardship

What we offer:

• Attractive compensation package
• Training and on-the-job learning opportunities
• Extensive resources for skill development
• Tuition Assistance Program (for permanent positions)
• Employee Assistance Program
• Reduced-rate shipping
• Career growth opportunities

#LI-Hybrid

#LI-Hybrid

Our company and culture emphasize people-first philosophy, diversity, inclusion, and continuous growth. FedEx is committed to providing equal opportunities and fostering a positive work environment.