Service Manager

Claranet Portugal; Lisboa; Híbrido; EUR 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Regular professional development

Certification paths resources

Regular teambuilding programs

Friendly workplace

Descripción de la vacante

Claranet Portugal in Lisbon is seeking a Service Manager to integrate our internal team. You will manage customer communications, ensure SLAs, monitor KPIs, and drive continuous improvement across Service Desk, Operations, and Application Support.

Fluent in Portuguese and English; ITIL experience and strong contractual focus are essential; hybrid work arrangement in Lisbon.

Formación

• 2+ years in service management or similar roles.
• Degree or equivalent with strong contractual focus.
• ITIL experience and SLA management expertise.
• Experience leading IT service teams.
• Fluent in Portuguese and English.

Responsabilidades

• Manage customer communications during service delivery.
• Ensure service levels and KPIs are met.
• Monitor and report on performance and quality indicators.
• Manage escalation, incidents and contract risk.
• Ensure compliance with contractual requirements.
• Lead meetings with client and internal stakeholders.
• Drive continuous improvement of processes.
• Update tools and systems as needed.

Conocimientos

Communication

Teamwork

ITIL

SLA management

Stakeholder mgmt

Educación

Bachelor's degree or equivalent

Herramientas

Power BI

EasyVista

ITSM tools

Descripción del empleo

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 Manager to integrate our internal team, based in Lisbon.

Your responsibilities include:

• Managing the communication with the customer, in the scope of service execution;
• Ensuring the service levels fulfilment and KPIs (internal and external) following a continuous process of expectations management;
• Monitoring and reporting on performance and quality indicators;
• Escalation process management, Issue management and ensure complaints reply as well as 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 the main interface with the client and internal stakeholders to ensure strategic and operational alignment;
• Service reporting and service meetings (including scheduling, preparation, execution and follow-up);
• Promoting continuous improvement of processes and customer experience;
• 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 contractual goals;
• High level of resilience and High sense of responsibility;
• Experience with ITIL Framework;
• Experience in defining and monitoring SLAs in order to ensure the quality 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 solving them;
• Good ability to adapt to change and manage conflicts;
• Experience in managing meetings and presentations at the level of the 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 or equivalent;
• Technical skills in terms of Power Bi and other data processing tools;
• Experience in ITSM tools, with Easyvista experience valued;
• Dynamism and initiative;
• Risk management skills Ability to analyse and solve problems;
• Good communication skills;
• Easy interpersonal relationship and team spirit;
• Focus on achieving results;
• Ability to deal with stress and emotional control.

We offer:

• Regular professional development;
• Certification paths resources;
• Regular teambuilding programs;
• Friendly workplace.

Workplace: Lisbon (Hybrid)

Claranet: Make Modern Happen!