Service Delivery Leader | ITSM & Customer Excellence

Inetum2; Lisboa; Presencial; EUR 45 000 - 65 000; Tempo integral

Resumo da oferta

Inetum is seeking an experienced Service Manager to lead our service operations team in Lisbon. You will be responsible for service delivery, team management, and customer satisfaction, with a focus on continuous improvement.

You will oversee SLAs, KPIs, escalations, and budget, while collaborating with Sales, Product, and Technical teams. Fluent English and Spanish are required to communicate with international clients.

Qualificações

• 4+ years of experience in a Service Manager or similar role.
• Degree in Business, IT, Engineering, or related area.
• Experience managing teams (5+ people).
• Experience with ITSM tools (ServiceNow, Zendesk, Jira, etc.).
• Strong English and Spanish skills (written and spoken).
• Knowledge of ITIL (certification is a plus).
• Good leadership, communication, and problem-solving skills.

Responsabilidades

• Lead and manage the service team to deliver high-quality services on time.
• Monitor SLAs and KPIs and ensure service targets are met.
• Handle escalations and support the resolution of critical customer issues.
• Improve service processes and define standard procedures.
• Work closely with Sales, Product, and Technical teams.
• Plan team schedules, workload, and performance reviews.
• Analyze customer feedback and drive improvement actions.
• Manage service budget, resources, and external vendors.
• Keep service documentation and reports up to date.

Conhecimentos

Team leadership

ITSM tools

English proficiency

Spanish proficiency

Communication

Formação académica

Bachelor's degree

Ferramentas

ServiceNow

Zendesk

Jira

Descrição da oferta de emprego

Inetum is seeking an experienced Service Manager to lead our service operations team in Lisbon. You will be responsible for service delivery, team management, and customer satisfaction, with a focus on continuous improvement.

You will oversee SLAs, KPIs, escalations, and budget, while collaborating with Sales, Product, and Technical teams. Fluent English and Spanish are required to communicate with international clients.