Service Manager

TLScontact; Portugal; On-site; EUR 45,000 - 60,000; Full time

Job summary

TLScontact is seeking an experienced Service Manager to own IT service delivery across our multinational operations, coordinating between technical teams, business operations and external clients. You will lead major incidents, stakeholder relations, cross-functional teams and continuous improvement initiatives to meet SLAs and MTTR targets.

You will manage governance reporting, post-implementation stabilisation and service improvement initiatives, with exposure to government services and

Qualifications

• Proven IT service management experience with major incident handling.
• Excellent communication skills in English and stakeholder management with senior clients.
• Experience coordinating multinational, cross-functional technical teams.
• Solid understanding of ITIL practices and Agile methodologies.
• Experience with IT service delivery, infrastructure and service automation tools.
• Ability to manage competing priorities, drive accountability and deliver results in a complex environment.
• Confidence handling IT, security and privacy matters.
• Experience in Government Services is a plus.
• Familiarity with Jira, Confluence and collaboration platforms.
• Degree in Computer Science, Engineering or related discipline.

Responsibilities

• Own IT service delivery as the main point of contact between technical teams, operations and external stakeholders.
• Lead Major Incident Management from detection to restoration with minimal business disruption.
• Build and maintain relationships with internal teams, clients, government partners and senior stakeholders.
• Coordinate Service Desk, Infrastructure, SRE, Cyber Security and Software Development teams.
• Lead root-cause analysis and drive permanent solutions.
• Lead Change Control Committees and manage risk for changes.
• Monitor service performance, analyse KPIs and drive improvements in quality and satisfaction.
• Lead post-launch Hypercare, stabilising new systems and changes.
• Produce comprehensive service performance reports and governance metrics.

Skills

ITIL

Incident Mgmt

Stakeholder Mgmt

Cross-functional Leadership

Jira/Confluence

English Fluency

Education

CS/Engineering degree

Tools

Jira

Confluence

Miro

Job description

Are you an experienced IT Service Manager with a passion for delivering exceptional service, managing complex incidents and bringing technical teams together?

TLScontact is looking for a talented Service Manager to play a pivotal role in strengthening our global IT service delivery, ensuring operational excellence and driving continuous improvement across our international operations.

This is an exciting opportunity for someone who thrives in a fast-paced, multinational environment and can confidently bridge the gap between technical teams, business operations and external clients.

What you'll be doing:

As our Service Manager, you will take ownership of IT service delivery, acting as a key link between our technical teams, global operations and external stakeholders.

Your key responsibilities will include:

• Major Incident Management: Lead critical incidents from identification through to resolution, ensuring minimal business disruption and timely service restoration.
• Stakeholder Management: Build and maintain strong relationships with internal teams, clients, government partners and senior stakeholders.
• Cross-Functional Leadership: Coordinate Service Desk, Infrastructure, SRE, Cyber Security and Software Development teams to deliver seamless IT services.
• Problem Management: Lead root-cause analysis, identify recurring issues and drive permanent solutions.
• Change Management: Lead Change Control Committees, assess risks and ensure changes are implemented effectively.
• Service Improvement: Monitor service performance, analyse KPIs and identify opportunities to improve service quality and customer satisfaction.
• Hypercare & Implementation: Lead post-launch support activities, ensuring new systems and changes are stabilised successfully.
• Reporting & Governance: Produce service performance reports covering SLAs, MTTR, incident trends, change success rates and customer satisfaction.

What we're looking for:

We are looking for someone who can combine technical understanding with strong leadership and relationship management skills.

Ideally, you will bring:

• Proven experience in IT Service Management and major incident management.
• Excellent communication skills, with fluent English.
• Strong stakeholder management experience, including working with senior internal and external stakeholders.
• Experience coordinating multinational and cross-functional technical teams.
• A solid understanding of ITIL practices and Agile methodologies.
• Experience overseeing IT service delivery, infrastructure and service automation tools.
• The ability to manage competing priorities, drive accountability and deliver results in a complex operational environment.
• Confidence acting as a central point of contact for IT, security and privacy matters.
• 2+ years of experience in Service Management, ideally within Government Services.
• Experience using Jira, Confluence, Miro and other collaborative platforms.
• A degree in Computer Science, Engineering or a related technical discipline.
• Knowledge of servers, networks, applications and IT infrastructure.
• Experience using AI tools and implementing AI integrations.

At TLScontact, you will have the opportunity to make a real impact on how technology supports our global operations and the delivery of essential government and consular services.

You’ll work alongside diverse international teams, influence service delivery strategy and help shape a culture of operational excellence and continuous improvement.

Please note TLScontact is unable to sponsor those without permission to work in the Portugal, therefore any applicant must already have permission to work in the Portugal.

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