Service management (Lisbon-Hybrid)

Claranet limited; Lisboa; On-site; EUR 28,000 - 42,000; Full time

Benefits offered by this job

Salary package commensurate with role

Job summary

Claranet Limited in Lisbon is seeking a Service Management professional to join the TalentTeam. You will receive, process, and manage customer emails, provide service clarification, and monitor SLAs to ensure timely resolutions.

You will analyze incidents, generate reports, and collaborate with internal teams to drive continuous improvement in service delivery. Strong communication and ITSM knowledge are essential for success.

Qualifications

• Excellent verbal and written communication.
• Strong conflict management and problem-solving abilities.
• High level of commitment and accountability.
• Proactive mindset and ability to work independently.
• Team-oriented approach and strong collaboration skills.
• Passion for challenges and continuous learning.
• Strong customer service and customer-centric mindset.
• Excellent stress management and ability to work under pressure.

Responsibilities

• Receive, process, and manage customer emails and requests.
• Provide support and clarification regarding available services, including status updates and urgent requests.
• Analyze and manage incidents, service requests, complaints, and customer satisfaction surveys.
• Monitor and control service backlogs to ensure timely resolution of tickets.
• Track and manage Service Level Agreements (SLAs), ensuring contractual targets are achieved.
• Produce daily, weekly, and monthly performance and operational reports.
• Perform data analysis to identify trends, risks, and opportunities for service improvement.
• Participate in CAB (Change Advisory Board) meetings and support change management activities.
• Collaborate with internal teams to ensure service quality and operational excellence.
• Contribute to continuous improvement initiatives and process optimization.

Skills

Communication

Conflict management

Accountability

Proactivity

Teamwork

Learning mindset

Customer service

Stress management

Punctuality

Tools

ServiceNow

Microsoft Excel

Job description

We're fastlearners, hard workers, natural collaborators... and weMake ModernHappen!

Our ambitionis to unlock the potential of our digital world so that organisationseverywhere can innovate and thrive securely. We aim to achieve this goal bybringing together the world’s most talented people and the most powerfultechnologies, combining them to address our customers' challenges and to buildsomething stronger together.

Rightnow, we are looking for a Service Management for a client on our TalentTeam.

Your responsibilities include:

• Receive, process, and managecustomer emails and requests.
• Provide support andclarification regarding available services, including status updates and urgentrequests.
• Analyze and manage incidents,service requests, complaints, and customer satisfaction surveys.
• Monitor and control servicebacklogs to ensure timely resolution of tickets.
• Track and manage Service LevelAgreements (SLAs), ensuring contractual targets are achieved.
• Produce daily, weekly, andmonthly performance and operational reports.
• Perform data analysis toidentify trends, risks, and opportunities for service improvement.
• Participate in CAB (ChangeAdvisory Board) meetings and support change management activities.
• Collaborate with internal teamsto ensure service quality and operational excellence.
• Contribute to continuousimprovement initiatives and process optimization.

You must have:

• Excellent verbal and writtencommunication skills.
• Strong conflict management andproblem-solving abilities.
• High level of commitment andaccountability.
• Proactive mindset and ability towork independently.
• Team-oriented approach andstrong collaboration skills.
• Passion for challenges andcontinuous learning.
• Strong customer service andcustomer-centric mindset.
• Excellent stress management andability to work under pressure.
• Strong attendance, punctuality,and reliability.
• Advanced knowledge of MicrosoftExcel.
• Experience working withServiceNow.

We value:

• Previous experience in ServiceDelivery, Service Desk, or IT Operations environments.
• Knowledge of IT ServiceManagement (ITSM) best practices.
• Experience with KPI analysis,reporting, and service performance management.
• Continuous improvement mindsetand analytical thinking.
• Ability to thrive in a fast-paced and customer-focused environment.

We offer:

• Integration into a dynamic and motivated team toperform the role.
• Additional training.
• Salary package in line with the responsibilitiesof the role.
• Professional growth and career developmentopportunities.