Service Manager (Figueira da Foz - Hybrid)

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.

If you
share our vision, join us!

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

We offer:

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

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

Claranet: Make Modern Happen!