Service Delivery & Support Manager

msg insur:it Iberia; Porto; Hybrid; EUR 50,000 - 80,000; Full time

Benefits offered by this job

Flexible hours

Workplace flexibility

Challenging projects

Agile teams

Flat hierarchy

Growth opportunities

Job summary

msg is seeking a Service Manager to oversee post go-live maintenance for multiple customer projects. You will manage handovers from implementation to maintenance, ensure clear service levels, and run day-to-day service operations across teams.

You will lead the support team, drive improvements, and coordinate with project managers, developers and finance. Fluency in Spanish and English is required; based in Porto with hybrid work.

Qualifications

• Proven experience in service or support management across multiple customers.
• Experience leading or coordinating a team, or willingness to take that step.
• Familiarity with ITIL practices in practice, not just certification.
• Confidence in front of customers, including difficult conversations.
• Comfort with ticketing and service-management tooling, and with the metrics produced.
• Strong organisation, clear communication, and follow-through.
• Team-oriented mindset and ability to work across functions and countries.
• Fluent Spanish and fluent English are a must; both used daily.
• Based in Porto or surrounding areas; hybrid role.

Responsibilities

• Handover from implementation to maintenance: acceptance criteria, runbooks, knowledge transfer, the support model, and ownership.
• Define maintenance scope, service levels, volumes and exclusions with the customer before go-live.
• Run the service day to day: incident flow, priorities, escalations, and customer communications.
• Lead the support team day to day: assign work, manage workload, remove blockers, provide context.
• Help the team grow: share knowledge, give actionable feedback, and create opportunities for others.
• Hold regular service reviews with customers and take action on issues.

Skills

ITIL practices

Team leadership

Strong organisation

Clear communication

Customer-facing

Cross-country collaboration

Spanish fluency

English fluency

Tools

Ticketing systems

Service-management tooling

Job description

msg is seeking a Service Manager to oversee post go-live maintenance for multiple customer projects. You will manage handovers from implementation to maintenance, ensure clear service levels, and run day-to-day service operations across teams.

You will lead the support team, drive improvements, and coordinate with project managers, developers and finance. Fluency in Spanish and English is required; based in Porto with hybrid work.