Current vacancies

Current Vacancies

ROLE PROFILE

Role title

Service Manager

Bonus Plan

10%

Business Unit/Team

Technology

Location

Oeiras

Salary range

 

Team size

 

Manager

Head of Operational Management

 

 

 

Main Purpose of the Role

The role of a Service Manager in the Technical Service Management team integrated in the Technology Operations will be responsible for operational and transition processes holistically. This includes not only establishing processes but also maintaining and enhancing them.

The Service Manager is a key contributor to efficient Technology Operations, Service Stability, Service Availability, Security and Compliance and Supplier Operational management.

 

Key Responsibilities

By performing this role you are expected to:

Own processes

  • Focus on process of Release Management, Change Management and Service Transition
  • Design, document and implement processes focussed on stakeholder needs
  • Prepare and champion daily/weekly process governance meetings with local and overseas teams
  • Control and measure processes to ensure quality is constantly improved to meet business objectives
  • Facilitate and reinforce process knowledge and adherence (lead by example)
  • Study and implement inter and intra processes relations
  • Produce process metrics (KPIs) that identify strengths and improvement requirements
  • Provide high quality, up-to-date process documentation
  • Ensure Service transition deliverables are accomplished for outstanding Projects

 Maintain daily service management

  • Lead and update on resolution of Service Management issues (including management of escalations)
  • Promote technical forums for fast and coordinated problem resolution
  • Effectively escalate operational issues to fast-track resolution
  • Contribute towards team objectives and deliverables
  • Drive problem investigations and change implementation requests
  • Promptly raise awareness of operational, service and business impacts/risks

Improve 3rd party management

  • Work with teams and 3rd parties towards implementing and maintaining a strong framework for Supplier Operational management
  • Identify fragilities and produce recommendations towards contracts, operational agreements and process flows.
  • Promote and facilitate continuous improvement of managed processes and activities

Be an example

  • Naturally adopt company culture and promote its values
  • Challenge the ways of working with constructive ideas and approaches
  • Enable and drive culture of High Service Availability
  • Promote and act as customer advocate
  • Embrace challenges and the opportunity of working in multiple processes
  • Actively contribute to ensure Information & Security compliance
  • Perform self-study and find new ways to improve processes and activities.

 

Skills and Experience Required

A candidate for the position of Service Manager should be in possession of degree in a relevant field such as engineering or business. Relevant experience such as in the field of process implementation and governance is requisite.

  • Proven experience in implementing and handling service management processes
  • Experience in having designed and documented one or more processes
  • ITIL Processes and practices - Preference for Release/Change/Service Transition
  • Excellent fluency in English both written and spoken
  • Confident communication and presentation skills
  • Strong coaching and interpersonal skills
  • Analytical, with attention to detail and data driven

Personal qualities

  • Emotionally intelligent – capable of recognizing individuals’ concerns emotions and be able to adapt to people and environments accordingly.
  • Engaging relationship skills – Building the culture and healthy work relationships
  • Keen interest in being better at his role - Interested in self study
  • Autonomous and brave – Proactive onboarding new tasks and responsibilities.

 



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