Service Manager

At IT Service Management Company (Contractor), in Lisboa, Portugal 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.