Service Manager

Aubay Portugal; Lisboa; Híbrido; EUR 26 000 - 38 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Dental coverage

Mental health platform

Training Academy

Career advancement

Team events

Family life support

Language platform

Resumo da oferta

Aubay Portugal is seeking a Service Management professional to oversee Infrastructure Support activities, monitor SLAs and guide CloudOps teams. The role focuses on backlog management and proactive issue detection.

You will work in a hybrid model, applying RCA/REX insights to improve services for major clients. Fluency in French and English (B2) is highly valued, with a collaborative, ethical mindset guiding daily work.

Qualificações

• Experience of 1–3 years in Service Management or Run Management.
• Proven expertise in KPI monitoring, crisis management, RCA and REX.
• Fluent in French (B2) and English (B2).
• Strong analytical and problem-solving abilities; ability to propose adapted solutions.

Responsabilidades

• Oversee and supervise Infrastructure Support activities, including backlog management.
• Monitor SLAs and ensure efficient processing of tickets.
• Analyze situations to identify impacts, detect recurring issues and propose improvements.
• Assist and support CloudOps teams in using support tools and processes.
• Gather user feedback and help build service and application knowledge bases.

Conhecimentos

KPI monitoring

Crisis management

Root Cause Analysis

Return on Experience

Communication skills

French (B2)

English (B2)

Analytical thinking

Problem solving

Teamwork

Prioritisation

Integrity & ethics

Descrição da oferta de emprego

At Aubay Portugal, we work daily with some of the largest organisations across sectors such as banking, insurance, telecommunications and energy, helping to build and evolve critical systems that support millions of users. We have been in Portugal since 2007 and are part of an international group with a presence in several European countries. More than technology, we build close relationships and deliver real-impact projects.

What will you do?

• Oversee and supervise Infrastructure Support activities, including the effective management of the request backlog.
• Monitor compliance with Service Level Agreements (SLAs) and ensure the efficient processing of assigned tickets.
• Analyze situations to identify impacts, proactively detect recurring issues, and propose solutions for continuous improvement.
• Assist, guide, and support CloudOps teams in the optimal use of support tools and processes.
• Actively gather user feedback, alert product lines to identified anomalies, and contribute to the creation of service and application knowledge bases.

What are we looking for?

At Aubay, our focus is on professionals who bring both technical expertise and the right mindset:

• A minimum of 1 year of experience, up to 3 years, in Service Management or Run Management.
• Proven expertise in KPI monitoring, crisis management, Root Cause Analysis (RCA), and Return on Experience (REX).
• Excellent communication skills, both written and oral, with fluency in French (B2 level) and English (B2 level).
• Strong analytical and problem-solving abilities, capable of proposing adapted solutions and identifying areas for continuous improvement.
• Proficiency in IT infrastructure and an ITIL certification will be highly valued.
• A collaborative mindset, committed to teamwork, sharing knowledge, and respecting deadlines.
• Alignment with our corporate culture and a commitment to integrity and ethics are highly valued;
• Strong customer focus, teamwork, task prioritisation, and daily commitment are highly appreciated.

What can we offer?

At Aubay, we invest in your development and well-being:

• Continuous growth through our Training Academy, with technical and soft skills training, mentoring, tech communities, workshops and in-person meetups;
• Close support with regular feedback and a structured career advancement model;
• Comprehensive health insurance, including dental coverage, as well as access to a mental health platform and well-being initiatives;
• Team-oriented environment, including events and initiatives to promote connection and team spirit;
• Personal and family life support, from the moment your children are born and throughout their educational path;
• Access to a language platform with conversational classes in multiple languages;
• Project-tailored work model: hybrid.

What will you find here?

• A close-knit and informal environment, where direct communication is preferred and people are valued;
• Recognition of your contribution, with initiatives that celebrate meaningful moments;
• Freedom to be yourself, without unnecessary formalities;
• Teams where knowledge sharing, collaboration and joint growth are a reality.