IT Service Manager

• 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.
  

Requirements

• 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);
  
• 5 + years’ experience in similar functions.
  
• Broad knowledge in the IT area (Managed services).
  
• Solid knowledge of Service Management function.
  
• Certifications in Service Management Methodologies (ITIL, ISO20000, CoBIT or similar);
  
• Fluency in English.
  

• Dynamism and initiative;
  
• Risk management skills Ability to analyze and solve problems.
  
• Good communication skills;
  
• Easy interpersonal relationship and team spirit;
  
• Focus on achieving results.
  
• Ability to deal with stress and emotional control.