IT Service Management Specialist — Hybrid Lisbon

Claranet Portugal; Lisboa; Hybrid; EUR 35,000 - 50,000; Full time

Benefits offered by this job

Additional training

Job summary

Claranet Portugal in Lisbon is seeking a Service Management professional to support client services and drive performance. You will handle emails, incidents, and requests, work with internal teams, and monitor SLAs to secure service quality.

The role emphasizes continuous improvement, data analysis, and collaboration within a dynamic Talent Team. Hybrid work and training opportunities are provided.

Qualifications

• Excellent verbal and written communication skills essential.
• Strong conflict management and problem-solving abilities.
• Proactive, reliable and able to work independently.
• Customer-centric mindset with high service standards.
• Advanced Excel skills and familiarity with ServiceNow.
• ITIL Foundation Certification is a plus.

Responsibilities

• Receive, process, and manage customer emails and requests.
• Provide support and clarification regarding services and SLAs.
• Analyze and manage incidents, service requests, and surveys.
• Monitor service backlogs to ensure timely resolution.
• Track SLAs and ensure contractual targets are met.
• Produce daily, weekly, and monthly performance reports.
• Perform data analysis to identify trends and improvements.
• Participate in CAB meetings and support change activities.
• Collaborate with internal teams to ensure service quality.
• Contribute to continuous improvement initiatives.

Skills

Excel

Customer service

Communication

Problem solving

Proactive mindset

Team collaboration

Reliability

Stress management

Education

ITIL Foundation Certification

Tools

ServiceNow

Job description

Claranet Portugal in Lisbon is seeking a Service Management professional to support client services and drive performance. You will handle emails, incidents, and requests, work with internal teams, and monitor SLAs to secure service quality.

The role emphasizes continuous improvement, data analysis, and collaboration within a dynamic Talent Team. Hybrid work and training opportunities are provided.