Service Manager
At IT Service Management Company (Contractor), in Lisboa, Portugal
Expires at: 2025-06-19
Remote policy: Partial remote
Expires at: 2025-06-19
Remote policy: Partial remote
Right now, we are looking for a Service Manager to integrate our internal team, based in Lisbon.
Your responsibilities include:
- To ensure the execution of the contracted services, according to contractual terms, service levels, and following a continuous process of expectations management.
- To be the main responsible for service execution and performance levels, internally and facing Customer.
- To manage communication with customers, in the scope of service execution.
- To manage the fulfilment of service levels
- To manage the scope of contractual agreement, including changes to the same
- Contract cost management
- Escalation process management,
- Priority management, in conflict situation
- Be responsible for the result (not execution) of the different tasks, executed in the scope of the Service.
- Issue management, with Customers
- To ensure complaints reply.
- Customer Providers management, when contracted
- Identification and follow up of contract risks, when applicable.
- Financial management, excluding Invoice management.
- Service reporting.
- Service meetings scheduling, execution, and documentation.
- Update of internal tools and systems, at financial level, operational level (ITSM tool), document management, in the scope of Service Manager functions.
Main requirements
You must have:
- High sense of responsibility;
- Clear understanding and excellent commitment level with contractual goals
- High level of resilience and stress resistance
- High Degree or equivalent (training or professional experience);
- 3+ years’ experience in similar functions.
- Broad knowledge in the IT area.
- Solid knowledge of Service Management function.
- Certifications in Service Management Methodologies (ITIL, ISO20000);
- Fluency in English.
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