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IT Service Manager

Lisboa

Job description

The role has main focus on IT Service Management to manage internal organization applications from our partner.

This comprises a set-up of the future operations and transfer the various development Projects into a secure and high-performance operation. In doing so, it will consider the existing operating processes according to ITIL, the new requirements, and coordinate the service needs with other service managers, platform management, and infrastructure suppliers.

Our partner expects the following competencies to be available at the service provider:
- Handles the running of the service in day-to-day operations based on the agreed service levels
- Ensures adherence to SLA incl. monitoring & measures
- Drives the service strategy and portfolio with Service Owner
- Aligns service content, service levels and service quality with the Service Owner
- Is accountable for implementing and driving service processes (Incident Management/Major Incident Management/Escalation Management/ Problem Management, etc)
- Collaborates with the Business Units to ensure customer satisfaction
- Drives the implementation of Cyber Security topics
- Regular alignment and touchpoints with all service stakeholders

Requirements

We consider a skillset and experience covering:
- Between 3 to 6 years of proven relevant professional experience in global IT operations
- Involvement in operating IT solutions from a service perspective
- Experience driving service processes (Incident Management/ Major Incident Management/Escalation Management/ Problem Management, etc)
- Cybersecurity knowledge
- Monitoring and reporting KPIs and setting up SLA concepts
- Experience working with technical teams and business customers
- Certification in ITIL is a plus
- German speaker will be appreciated
- Strong intercultural communication to reconcile different interests.
- Excellent presentation skills, both written and verbal, and good negotiation skills.
- Business-fluent in English language.

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