Service Delivery Manager (Lisboa)

Noesis; Lisboa; On-site; EUR 60,000 - 90,000; Full time

Job summary

Noesis is seeking a seasoned Service Management professional to lead IPCR activities, ensuring ITIL-aligned processes and tight SLA adherence. The role acts as the bridge between central service teams and Product/Market stakeholders, coordinating service onboarding and future TOM validation for new applications and platforms.

The candidate will drive operational governance, manage escalations, and ensure resilience through DR and BC alignment, while maintaining strong communication with

Qualifications

• Must have solid ITIL-based process experience and strong incident/problem/change/request management skills.
• Experience with service level management, SLA monitoring and performance tracking.
• Proven ability to interface with multiple stakeholders across central service teams, Product and Market stakeholders.
• Fluency in English and excellent communication skills.

Responsibilities

• Lead IPCR management activities ensuring ITIL alignment with product SLAs.
• Ensure service continuity and 24/7 coverage across timeslots; act as interface between central teams and stakeholders.
• Drive service onboarding and TOM definition for new apps/products to BAU.
• Manage escalations, action plans, and align with resilience, DR and BC requirements.

Skills

ITIL-based processes

Incident/Problem/Change/Request Mgmt

SLA monitoring

Stakeholder management

Service transition

Operational Resilience

Disaster Recovery

Communication skills

English fluency

Education

Degree in Computer Science or similar

Tools

Target Operating Model (TOM) definition

Service onboarding & BAU onboarding management

Job description

Main Tasks And Responsibilities

Noesis is looking for candidates with the following profile:

• Lead Incident, Problem, Change and Request (IPCR) management activities, ensuring compliance with ITIL-based processes and alignment with defined Product SLAs;
• Ensure service continuity, consistency and operational efficiency across all timeslots (including 24/7 coverage), acting as the key interface between central service teams, Product and Market stakeholders;
• Drive service onboarding and transition activities, contributing to the definition and validation of Target Operating Models (TOM) for new applications, products and platforms, ensuring a smooth transition into Business-as-Usual (BAU);
• Ensure operational governance and service resilience by managing escalations, driving action plans and assessing alignment with Operational Resilience, Disaster Recovery and Business Continuity requirements.

Requirements

• Degree in Computer Science or similar;
• Minimum of 4 years of experience in Service Management;
• Strong expertise in ITIL-based processes, particularly Incident, Problem, Change and Request Management;
• Proven experience in Service Level Management, including SLA monitoring and performance management;
• Experience interfacing with multiple stakeholders, including central service teams, Product and Market stakeholders;
• Knowledge of Operational Resilience, Disaster Recovery and Business Continuity frameworks;
• Technical expertise in Target Operating Model (TOM) definition, service transition and onboarding management, combined with excellent communication, analytical and stakeholder management skills;
• Fluency in English.

All our recruitment and selection processes are based on equal opportunities, valuing the competence and potential of each person and ensuring that no candidate is discriminated on the grounds of gender, ethnicity, sexual orientation, age, religion or physical condition.