Service Manager for Data Center Services


Job description

We are looking for a Service Manager for Eagle Data Center Services (On Prem/Public Cloud/Private Cloud - SaaS, IaaS, PaaS) who will have overall accountability for defining the service, ensuring they meet the requested needs and are delivered in accordance with agreed business
requirements. Managing the service lifecycle – often in conjunction with a Service Team.
Ensure contracted services (e.g. Change Mgmt., Problem Mgmt., Demand Mgmt., etc.) within a specific area of responsibility on a day-to-day basis. I.e., per service element, service group, or for a specific region. Make certain the implementation of services is aligned with the agreed contracts in accordance with the agreed volumes and standards and assure that contractual obligations are met. Contribute and drives Continuous Service Improvement and Service Transitions, as well as act as service-related infrastructure expert wherever required.

Main Objectives are:

Ensure service quality (e.g. incident, problem, performance, capacity, or escalation management)
Point of contact for the respective service or process
Continuous service improvements
Provisioning of technical service expertise
Contributes in PoCs, service transitions, service development activities, and projects.

Therefore, the following competences are expected :
Clear Identify IT service or solution related business goals, objectives
Collecting, bundling, and translating customer needs and requirements into commissionable IT services
Implement process standards and policies and be responsible for their consistent execution.
Oversee IT services or solution related performance and delivery indicators.
May optimize IT service management frameworks for multi-vendor environments.
Contribute and support planning, budgeting, design, and alignment of service management processes and IT solutions landscapes. Advise the accountable business management of the unit, in all IT Service & Solution Management related issues.
Support customization and the specification of service elements throughout the entire service lifecycle.
Develop service pages for the ITS Service Catalog.
Coordinate SLA/OLA creation, reviews, and updates.
Identify and publish service metrics.
Contributes to the maintenance of all service catalog items and the provisioning of an integrated catalog of infrastructure services. Implement programs and procedures for safeguarding data/information security and safety.
May coordinate relevant unit and integration tests, and communicate with vendors and service providers.
Manages complex infrastructure solution/service installations or updates.
Support or manages change-release processes and implementation of IT security guidelines.
Identifies IT service or solution problems and seeks resolutions without impact to end user.
May perform 2nd-level user help desk activities, individual coaching and trainings.
May contribute to issue management through escalation processes
May contribute to the implementation of knowledge management standards by gathering, analyzing, sorting, and sharing relevant information.
Stay abreast of developments in industry regarding IT Technology & Services as well as Solution Management
Collaborating with IT service owners, solution architects and service-providing operations units


Bachelor’s degree in computer science/Engineering, Information Technology or experience considered to be relevant for the role.
At least 3 to 4 years of proven working experience as a Service manager in the information technology sector
ITIL Training / Certification
Working knowledge and Experience in Service Management.
Knowledge in IT Infrastructure, Applications
Knowledge in Cloud (AWS/Azure) / Edge Techonologies
Strong presentation and communication skills
Excellent problem solving and critical thinking skills
Ability to demonstrate commitment to develop, drive, and manage services in a fast paced environment.
Lean / Agile certification is a plus as well

Want to apply?
Phone number*
Faça upload do seu CV* (max. 4MB)
Upload your photo or video (max. 4MB)