Service Manager

Claranet limited; Lisboa; On-site; EUR 42,000 - 56,000; Full time

Job summary

Claranet limited in Lisbon is seeking a Service Manager to join our internal team and oversee service delivery for key clients. You will manage customer communications, monitor SLAs, and drive improvements while coordinating with stakeholders across IT and business teams.

The role requires 2+ years in similar functions, fluency in Portuguese and English, and a solid ITIL background to ensure service excellence and risk control in a fast-paced environment.

Qualifications

• 2+ years in similar service management roles.
• Experience with contractual goals and KPIs.
• Strong understanding of service delivery and customer satisfaction.

Responsibilities

• Manage customer communications during service execution.
• Monitor service levels and KPIs, and report performance.
• Lead escalation and issue management, ensuring timely responses.
• Ensure compliance with contractual and operational requirements.
• Identify deviations and manage continuous improvement.

Skills

ITIL Framework

SLA Monitoring

Stakeholder Management

Team Management

Communication

Portuguese & English

Service Desk

Problem Solving

Decision Making

Proactivity

Education

Bachelor’s degree or equivalent

Tools

Power BI

EasyVista

ITSM Tools

Job description

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

Ourambition is to unlock the potential of our digital world so that organisationseverywhere can innovate and thrive securely.

We aim toachieve this goal by bringing together the world’s most talented people and themost powerful technologies, combining them to address our customers' challengesand to build something stronger together.

Right now,we are looking for a Service Manager to integrate our internal team, based inLisbon.

Your responsibilities include:

• Managing the communication with the customer, in the scope ofservice execution;
  
• Ensuring the service levels fulfilment and KPIs (internal andexternal) following a continuous process of expectations management;
  
• Monitoring and reporting on performance and quality indicators;
  
• Escalation process management, Issue management and ensurecomplaints reply as well as contract risk control;
  
• Ensuring compliance with contractual and operational requirements;
  
• Proactively identifying and resolving deviations or criticalincidents;
  
• Customer Providers management, when contracted;
  
• Acting as the main interface with the client and internalstakeholders to ensure strategic and operational alignment;
  
• Service reporting and service meetings (including scheduling,preparation, execution and follow-up);
  
• Promoting continuous improvement of processes and customerexperience;
  
• Tools and systems update accordingly.
  

You must have:

• 2+ years’ experience in similar functions;
  
• High Degree or equivalent (training or professional experience);
  
• Clear understanding and excellent commitment level with contractualgoals;
  
• High level of resilience and High sense of responsibility;
  
• Experience with ITILFramework;
  
• Experience in defining and monitoring SLAs in order to ensure thequality of the contracted service;
  
• Experience in managing operational and management teams;
  
• Experience in managing continuous improvement processes;
  
• High orientation towards continuous customer satisfaction;
  
• Ease of communication and teamwork;
  
• Technical experience in the areas of Service Desk and User Support,Operation, Infrastructures and Application Support will be valued;
  
• Good ability to anticipate problems and high proactivity in solvingthem;
  
• Good ability to adapt to change and manage conflicts;
  
• Experience in managing meetings and presentations at the level ofthe Boards;
  
• Fluent in Portuguese and English.
  

We value:

• Certifications in Service Management Methodologies (ITIL,ISO20000);
  
• ITIL 4 Foundation certification and/or other models of the same orequivalent;
  
• Technical skills in terms of Power Bi and other data processingtools;
  
• Experience in ITSM tools, with Easyvista experience valued;
  
• Dynamism and initiative;
  
• Risk management skills Ability to analyse and solve problems;
  
• Good communicationskills;
  
• Easy interpersonal relationship and team spirit;
  
• Focus on achievingresults;
  
• Ability to deal with stress and emotional control.