Service Delivery Manager (Lisboa)

Noesis; Lisboa; On-site; EUR 45,000 - 65,000; Full time

Job summary

Noesis is seeking an experienced Service Manager to lead IPCR activities and ensure ITIL-aligned processes across the organization in Portugal. You will coordinate 24/7 service continuity, interfaces between central teams, product and market stakeholders, and oversee service onboarding with TOM considerations.

The role requires strong ITIL expertise, SLA monitoring, and familiarity with resilience, DR and BC frameworks, plus fluent English and French to collaborate with international teams.

Qualifications

• Degree in Computer Science or similar required.
• Minimum of 4 years of experience in Service Management.
• Strong expertise in ITIL-based processes including Incident, Problem, Change and Request Management.
• Experience in Service Level Management, 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.
• Knowledge of ServiceNow.
• Technical expertise in TOM definition, service transition and onboarding management, with strong communication and stakeholder management skills.
• Fluent in English and French.

Responsibilities

• Lead IPCR management activities ensuring ITIL-based process compliance and alignment with Product SLAs.
• Ensure service continuity and 24/7 coverage; act as interface between central service teams, Product and Market stakeholders.
• Drive service onboarding and transition activities, contributing to TOM definition for new applications, products and platforms.
• Ensure governance and service resilience by managing escalations and assessing alignment with resilience, DR and BC requirements.

Skills

ITIL processes

Incident management

Problem management

Change management

Request management

SLA monitoring

ServiceNow

Stakeholder management

Target Operating Model

Communication

English

French

Education

BSc Computer Science

Tools

ServiceNow

Job description

Main Tasks And Responsibilities

• 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;
• Knowledge of ServiceNow.
• Technical expertise in Target Operating Model (TOM) definition, service transition and onboarding management, combined with excellent communication, analytical and stakeholder management skills;
• Fluent in English and French.

Join us. Let’s innovate together!

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.