Service Manager

Zohorecruit; Lisboa; Híbrido; EUR 45 000 - 65 000; Tempo integral

Resumo da oferta

Zohorecruit is seeking a Service Manager for its Lisbon team to lead client service execution and performance reporting. You will coordinate with internal stakeholders, manage SLAs, and drive continuous improvement in service delivery.

Requirements include 2+ years in similar roles, ITIL familiarity, and strong communication skills in Portuguese and English.

Qualificações

• 2+ years’ experience in similar service-management roles.
• Clear understanding of contractual goals and service levels.
• Experience leading operational and management teams.
• Ability to plan and monitor SLAs and KPIs.
• Fluent in Portuguese and English.

Responsabilidades

• Managing the communication with the customer in service execution.
• Ensuring service levels fulfilment and KPIs for internal and external parties.
• Monitoring and reporting on performance and quality indicators.
• Escalation, issue management and contract risk control.
• Ensuring compliance with contractual and operational requirements.
• Proactively identifying and resolving deviations or critical incidents.
• Customer providers management when contracted.
• Acting as main interface with client and internal stakeholders.
• Service reporting and service meetings with scheduling and follow-up.
• Promoting continuous improvement of processes and customer experience.
• Updating tools and systems accordingly.

Conhecimentos

ITIL framework

SLA management

Stakeholder management

Contract risk control

Communication

Problem solving

Team management

Continuous improvement

Stress management

Client relationship

Formação académica

Bachelor's degree or equivalent

Ferramentas

Power BI

ITSM tools (EasyVista)

Descrição da oferta de emprego

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.