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Service Operations Manager

Alfragide

Descrição da posição

We’re looking for an experienced Service Operations Manager to oversee the delivery and continuous improvement of critical IT services.

In this role, you will ensure services consistently meet agreed service levels, KPIs, and cost targets, while maintaining high standards of operational excellence and reliability. You will also be responsible for maintaining accurate documentation of service operations, configurations, and procedures to support transparency and efficiency across the organization.

You will work closely with external providers, IT business partners, and key stakeholders to build strong collaborative relationships and ensure alignment between business needs and IT capabilities. A key part of the role will involve driving continuous improvement initiatives that enhance the scalability, performance, and effectiveness of IT services and operational processes.

Additionally, you will lead the change enablement framework, ensuring all changes are properly logged, assessed, authorized, prioritized, and scheduled in compliance with governance standards. You will also support broader ITIL processes, including Incident, Problem, Demand, and Knowledge Management, contributing to a stable, efficient, and customer-focused IT environment.

Requirements

Senior Level - English fluent with advanced writing skills
Senior Level - 3 years working experience with digital solutions
Mid-Level - Incident and change management tools (e.g. Servicenow and Jira)
Senior Level - Experience on service management delivery
Mid-Level - Microsoft Excel & Office
Mid-Level - ITIL certification / knowledge
Senior Level - Ensuring accurately risk assessment
Senior Level - Development of changes authorization framework and change schedule management.
Mid-Level - Agile development methodology (pref. with certifications)
Mid-Level - Experience in creation & updating documentation
Mid-Level - Team player, willing to learn and adopt new skills

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