Service management (Lisbon-Hybrid)

Claranet Portugal; Lisboa; Hybrid; EUR 35,000 - 50,000; Full time

Benefits offered by this job

Additional training

Job summary

Claranet Portugal in Lisbon is seeking a Service Management professional to support client services and drive performance. You will handle emails, incidents, and requests, work with internal teams, and monitor SLAs to secure service quality.

The role emphasizes continuous improvement, data analysis, and collaboration within a dynamic Talent Team. Hybrid work and training opportunities are provided.

Qualifications

• Excellent verbal and written communication skills essential.
• Strong conflict management and problem-solving abilities.
• Proactive, reliable and able to work independently.
• Customer-centric mindset with high service standards.
• Advanced Excel skills and familiarity with ServiceNow.
• ITIL Foundation Certification is a plus.

Responsibilities

• Receive, process, and manage customer emails and requests.
• Provide support and clarification regarding services and SLAs.
• Analyze and manage incidents, service requests, and surveys.
• Monitor service backlogs to ensure timely resolution.
• Track SLAs and ensure contractual targets are met.
• Produce daily, weekly, and monthly performance reports.
• Perform data analysis to identify trends and improvements.
• Participate in CAB meetings and support change activities.
• Collaborate with internal teams to ensure service quality.
• Contribute to continuous improvement initiatives.

Skills

Excel

Customer service

Communication

Problem solving

Proactive mindset

Team collaboration

Reliability

Stress management

Education

ITIL Foundation Certification

Tools

ServiceNow

Job description

We're fast learners, hard workers, natural collaborators... and we Make Modern Happen!

Our ambition is to unlock the potential of our digital world so that organisations everywhere can innovate and thrive securely. We aim to achieve this goal by bringing together the world's most talented people and the most powerful technologies, combining them to address our customers' challenges and to build something stronger together.

If you share our vision, join us!

Right now, we are looking for a Service Management for a client on our Talent Team.

Your Responsibilities Include

• 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.

You Must Have

• Excellent verbal and written communication skills.
• 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.
• Strong attendance, punctuality, and reliability.
• Advanced knowledge of Microsoft Excel.
• Experience working with ServiceNow.

We Value

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

We Offer

• Integration into a dynamic and motivated team to perform the role.
• Additional training.
• Salary package in line with the responsibilities of the role.
• Professional growth and career development opportunities.

Workplace:

Lisbon - Hybrid

Claranet, Make modern happen!