Service Manager (Figueira da Foz - Hybrid)

Claranet Portugal; Figueira da Foz; Hybrid; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Certification paths resources

Regular teambuilding programs

Friendly workplace

Job summary

Claranet Portugal is seeking a Service Manager to integrate our internal team in Figueira da Foz. You will manage customer communications, monitor SLAs and KPIs, report on performance, and coordinate with internal stakeholders to ensure alignment.

Requirements include 2+ years in similar roles, a degree, fluency in Portuguese and English, and ITIL experience. Power BI knowledge and a pro-active, collaborative mindset are valued.

Qualifications

• 2+ years of experience in service management or similar roles.
• Strong understanding of ITIL concepts and SLA definitions.
• Experience managing cross-functional teams and stakeholders.
• Fluent in Portuguese and English; excellent communication.
• Ability to analyze data and report on service performance.

Responsibilities

• Manage customer communications throughout service delivery.
• Ensure service levels, KPIs, and contractual obligations.
• Prepare and present performance reports to stakeholders.
• Handle escalations and incident management.
• Coordinate with internal teams and third-party providers.
• Promote continuous improvement and compliance with standards.
• Maintain updated tools and systems.

Skills

ITIL knowledge

SLA & KPI management

Stakeholder management

Communication skills

Team leadership

Problem solving

Portuguese & English

Education

Bachelor's degree or equivalent

Tools

Power BI

EasyVista

Job description

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.

Right now, we are looking for a Service Manager to integrate our internal team, based in Figueira da Foz.

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;
• Easy interpersonal relationship and team spirit;
• Focus on achieving results;
• Ability to deal with stress and emotional control.

We offer:

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

Workplace:

Figueira da Foz (Hybrid – 3 days per week in the office)