Service and Operational Manager Cascais

Service and Operational Manager
Lisboa
Cascais, Lisboa, Portugal

Decskill, founded in 2014 as an IT Consulting Company, places paramount importance on its greatest asset: its people. Our main mission is to deliver value through knowledge and talent, and we achieve this by fostering a culture of excellence and investing in the development and
- being of our people. With over 600 dedicated professionals and offices in Lisbon, Porto, Madrid, and Luxembourg, Decskill operates across three core areas:

• DECSKILL TALENT: We believe that our people are key to our success.
• Through Decskill Talent, we empower our team to embrace the digital transformation challenges of our clients. We collaborate with clients to drive innovation, ensuring project success and business growth.
• DECSKILL BOOST: Equipping our team with the latest tools and methodologies, we optimize Time-to-Market and deliver innovative solutions exceeding client expectations.
• DECSKILL CONNECT: Our team collaborates closely with clients to implement and manage IT infrastructures that generate
  - term value.

At Decskill, we believe that by nurturing and empowering our people to confront the challenges of digital transformation, we create value not only for our clients but also for our entire ecosystem, fostering a digital community dedicated to growth and progress.

We are looking for a Service and Operational Manager to join us for a project based in Carcavelos.

Responsibilities:

IT Service Management:

• Monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), ensuring service targets are met.

• Identify opportunities for continuous improvement in IT processes and services, promoting innovation and operational efficiency.

• Coordinate communication between various teams and stakeholders to ensure transparency and effectiveness in IT services.

Incident Management:

• Oversee the full incident management lifecycle, ensuring a quick response and effective resolution of IT issues.

• Ensure clear and effective communication during incident management, involving stakeholders and keeping everyone informed about progress and resolution.

• Analyze recurring incidents to identify root causes and implement corrective actions to prevent the recurrence of issues.

• Collaborate with technical support and operations teams to optimize incident resolution and minimize business impact.

Stakeholder and Supplier Relationship Management:

• Manage relationships with IT service and solution providers, ensuring that contracts and SLAs are efficiently met.

• Support the procurement process, ensuring that technology acquisitions align with the organization's needs and stay within budget.

Requirements:

IT Service Management:

• Deep knowledge of IT service management frameworks, such as ITIL (Information Technology Infrastructure Library), especially in incident management, change management, and service levels processes.

• Experience in managing SLAs (Service Level Agreements) and KPIs (Key Performance Indicators), with the ability to define and monitor these indicators in IT services.

• Ability to implement and optimize processes and continuous improvement methodologies in IT services.

• Familiarity with IT service management tools such as Service
Now, Jira Service Management, Cherwell, among others.

Incident and Problem Management:

• Proven experience in incident management, with a strong understanding of the incident lifecycle and problem management.

• Ability to conduct root cause analysis and implement corrective actions to improve service availability and performance.

Communication and Stakeholder Management:

• Effective communication skills to interact with various stakeholders, including technical teams, leadership, and vendors.

• Ability to document incidents and changes clearly, accurately, and accessibly for stakeholders.

• Experience in managing relationships with IT service providers and external partners.

Soft Skills and Communication:

• Fluency in Portuguese and English (written and spoken) is essential, with the ability to communicate effectively with international teams, clients, and stakeholders.

• Excellent written and verbal communication skills, with the ability to interact with both technical and
- technical audiences at all levels.

• Proven ability to explain technical concepts clearly and concisely to
- users, ensuring understanding across diverse user groups.

• Strong
- solving and analytical thinking abilities, with a proactive mindset and the ability to quickly identify root causes of issues.

• Leadership and team management skills, with experience in mentoring junior technicians and leading
- functional projects or initiatives.

• Ability to handle pressure and multitask effectively, ensuring deadlines and service levels are consistently met without compromising quality.

Education and Availability:

• Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred. Equivalent experience will also be considered.

• Availability to work in rotating shifts changing weekly, from 8 a. m. to 8 p. m. , as needed to ensure IT support coverage.

• Flexibility to occasionally work overtime or during critical system incidents.

If you’re interested in this job please send your CV in English to ana. carvalho@decskill.com with reference “Operational Manager”)

Decskill is committed to equality and
- discrimination with all our talents. We recruit and promote talent, based on diversity and inclusion, regardless of age, gender, ethnicity, race, nationality or any other form of discrimination incompatible with the dignity of the human being.