Service Manager (Figueira da Foz - Hybrid)

Zohorecruit; Figueira da Foz; Híbrido; EUR 35 000 - 48 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Regular teambuilding programs

Friendly workplace

Resumo da oferta

Zohorecruit in Figueira da Foz is seeking a Service Manager to lead customer communications and service delivery. This role focuses on maintaining SLAs, monitoring performance, and driving continuous improvement within a hybrid work setup. The candidate should possess ITIL knowledge and a strong commitment to contractual goals.

The position requires 2+ years in similar roles, a Bachelor’s degree, and fluency in Portuguese and English. Hybrid workplace with regular KPIs and service reporting.

Qualificações

• 2+ years of experience in service management or similar roles.
• Bachelor’s degree or equivalent education.
• Strong commitment to contractual goals and SLA management.
• Experience with ITIL framework and SLA definitions.
• Experience leading operations teams and driving continuous improvement.
• Fluent in Portuguese and English.

Responsabilidades

• Manage the communication with the customer during service delivery.
• Ensure service levels fulfilment and KPIs (internal and external).
• Monitor and report on performance and quality indicators.
• Handle escalation, incidents, and contract risk control.
• Ensure compliance with contractual and operational requirements.
• Proactively identifying and resolving deviations or critical incidents.
• Interface with client and internal stakeholders for alignment.
• Lead service reporting and service meetings (planning, preparation, execution, follow-up).
• Promote continuous improvement of processes and customer experience.
• Update tools and systems accordingly.

Conhecimentos

Communication

Teamwork

Problem solving

Adaptability

Customer focus

Formação académica

Bachelor's degree or equivalent

Ferramentas

ITSM tools

Power BI

Descrição da oferta de emprego

Figueira Da Foz, Portugal | Posted on 09/29/2026

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 in Figueira da Foz.

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.

We offer:

• Regular teambuildingprograms;
• Friendly workplace.

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