Service Manager

Inetum; Lisboa; Presencial; EUR 60 000 - 90 000; Tempo integral

Resumo da oferta

Inetum is seeking an experienced Service Manager to lead our service operations team in Lisboa. You will be responsible for service delivery, team management, and customer satisfaction, with a strong focus on continuous improvement and cross-functional collaboration.

Ideal candidates have 4+ years in service management, solid ITSM tool experience, and English/Spanish proficiency. You will drive SLAs, budgets, and vendor coordination in a fast-paced environment.

Qualificações

• Minimum 4 years as a Service Manager or similar role.
• Degree in Business, IT, Engineering or related area.
• Experience leading teams (5+ people).
• Experience with ITSM tools (ServiceNow, Zendesk, Jira, etc.).
• Strong English and Spanish skills (written and spoken).
• ITIL knowledge is a plus.
• Excellent leadership, communication and problem-solving abilities.
• Customer-focused mindset and ability to work under pressure.

Responsabilidades

• Lead and manage the service team to deliver high-quality services on time.
• Monitor SLAs and KPIs and ensure service targets are met.
• Handle escalations and support the resolution of critical customer issues.
• Improve service processes and define standard procedures.
• Work closely with Sales, Product, and Technical teams.
• Plan team schedules, workload, and performance reviews.
• Analyze customer feedback and drive improvement actions.
• Manage service budget, resources, and external vendors.
• Keep service documentation and reports up to date.

Conhecimentos

Team leadership

ITSM tools

SLA management

English

Spanish

Stakeholder management

ITIL knowledge

Formação académica

Degree in Business IT or Engineering

Ferramentas

ServiceNow

Zendesk

Jira

Descrição da oferta de emprego

Company Description

Inetum is a European leader in digital services. Inetum's team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum's solutions aim at contributing to its clients' performance and innovation as well as the common good. Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.

Job Description

Inetum is looking for an experienced Service Manager to lead our service operations team. You will be responsible for service delivery, team management, and customer satisfaction. This role requires strong leadership, good communication skills, and a focus on continuous improvement.

Key Responsibilities

• Lead and manage the service team to deliver high-quality services on time
• Monitor SLAs and KPIs and ensure service targets are met
• Handle escalations and support the resolution of critical customer issues
• Improve service processes and define standard procedures
• Work closely with Sales, Product, and Technical teams
• Plan team schedules, workload, and performance reviews
• Analyze customer feedback and drive improvement actions
• Manage service budget, resources, and external vendors
• Keep service documentation and reports up to date

Qualifications

• At least 4 years of experience as a Service Manager or similar role
• Degree in Business, IT, Engineering, or related area
• Experience managing teams (5+ people)
• Experience with ITSM tools (ServiceNow, Zendesk, Jira, etc.)
• Strong English and Spanish skills (written and spoken)
• Knowledge of ITIL (certification is a plus)
• Good leadership, communication, and problem-solving skills
• Customer-focused mindset and ability to work under pressure