Service Operations Manager

Decskill; Lisboa; Presencial; EUR 45 000 - 70 000; Tempo integral

Resumo da oferta

Decskill is seeking a Service Operations Manager to oversee IT service delivery for projects in Lisbon. You will ensure service levels, manage changes, and drive governance and risk assessments in collaboration with cross-functional teams.

Ideal candidates have 3+ years in IT service management, strong ServiceNow experience, and solid ITIL knowledge. The role offers an opportunity to contribute to a people-focused culture within a growing IT consultancy.

Qualificações

• Degree in Computer Science, Software Engineering, or a related field.
• 3+ years of professional experience in digital solutions and/or IT service management.
• Strong hands-on experience with ServiceNow including service management processes, workflows, reporting, and automation.
• Good knowledge of ITIL practices and change management, including change assessment and governance.

Responsabilidades

• Manage and govern IT service delivery, ensuring service levels, KPIs, quality, and cost targets.
• Coordinate and support Change Enablement activities, ensuring changes are properly assessed, authorized, scheduled, implemented, and documented.
• Develop and maintain change authorization frameworks, schedules, and governance processes.
• Perform risk assessments related to service changes and operational activities.
• Build and maintain relationships with service providers, IT business partners, and stakeholders.

Conhecimentos

ITIL

ServiceNow

Change Enablement

Risk assessment

Stakeholder management

IT service management

Agile methodologies

Formação académica

Degree in Computer Science / Software Engineering

Ferramentas

ServiceNow

Microsoft Excel

Microsoft Office

Descrição da oferta de emprego

We are growing. And we are looking for talented people.

At Decskill, we believe that technological excellence is driven by human talent.

We are an IT consulting company with more than 10 years of consolidated experience in the market, focused on building long-term relationships with both our clients and our people. Today, we are a community of over 800 professionals, working from Lisbon, Porto, and Madrid, contributing to impactful technology initiatives.

As part of the Astek Group, we combine a strong local culture with a global presence, being active in around 23 countries across 4 continents. This allows us to offer an international context, diverse challenges, and long-term career opportunities, while staying close to our teams.

We would like to meet a Service Operations Manager for a project in Lisbon.

Responsibilities:

• Manage and govern IT service delivery, ensuring agreed service levels, KPIs, quality, and cost targets are achieved.
• Coordinate and support Change Enablement activities, ensuring changes are properly assessed, authorized, scheduled, implemented, and documented.
• Develop and maintain change authorization frameworks, change schedules, and governance processes.
• Perform and support accurate risk assessments related to service changes and operational activities.
• Build and maintain effective relationships with service providers, IT business partners, and key stakeholders.
• Monitor and follow up on service performance, operational KPIs, risks, dependencies, and improvement actions.
• Support ITIL service management practices, including Incident, Service Request, Problem, Demand, and Knowledge Management.
• Use ServiceNow to manage service management processes, workflows, automation, reporting, and operational governance.
• Create, maintain, and continuously improve service documentation, operational procedures, workflows, and configuration information.
• Apply Service Design principles to optimize operational processes, controls, and workflows.
• Identify and drive continuous improvement initiatives to increase service efficiency, reliability, and scalability.
• Collaborate with cross-functional teams to ensure effective service delivery and alignment with business requirements.

Requirements:

• Degree in Computer Science, Software Engineering, or a similar field.
• ITIL certification (is a plus).
• More than 3 years of professional experience working with digital solutions and/or IT service management environments.
• Strong hands-on experience with ServiceNow, including service management processes, workflows, reporting, and automation.
• Experience in Change Enablement / Change Management, including change assessment, authorization, scheduling, and governance.
• Experience performing risk assessments and managing operational risks.
• Experience creating, maintaining, and updating IT service and operational documentation.
• Good knowledge of Microsoft Office, particularly Microsoft Excel.
• Good understanding of ITIL practices and service management processes;
• Familiarity with Agile methodologies (is a plus).

Are you looking for an environment that values curiosity and commitment? Here, your contribution has real impact and individual growth is taken seriously.

Find with us the right opportunity to grow!

What you can expect from us

• Long-term projects with national and international context
• Opportunities to grow technically and professionally
• A people-first culture, focused on transparency and trust
• Teams that value ownership, collaboration and stability

Your next challenge might start here.

At Decskill, we are committed to equal opportunities and non-discrimination. We promote a culture of diversity and inclusion, where recruitment and career progression are based solely on talent, regardless of age, gender, ethnicity, race, nationality, or any other form of discrimination incompatible with human dignity.