IT Service Delivery Manager

2 meses atrás


Lisboa, Lisboa, Portugal It Service Management Company Tempo inteiro

About It Service Management Company

We are looking for an experienced IT Service Delivery Manager to join our team in Lisbon, Portugal. As a key member of our internal team, you will play a crucial role in ensuring the successful execution of our contracted services.

Job Description:

The successful candidate will be responsible for managing service execution and performance levels, both internally and externally with our customers. This includes communicating with clients, managing service level agreements, and overseeing contract cost management.

Key responsibilities include:

  • Ensuring the execution of contracted services according to contractual terms and service levels
  • Main responsible for service execution and performance levels
  • Manage communication with customers
  • Manage service level agreements
  • Contract cost management
  • Escalation process management
  • Priority management in conflict situations
  • Responsible for results, not execution, of tasks
  • Issue management with customers
  • Ensure complaints reply
  • Customer provider 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 internal tools and systems at financial, operational (ITSM tool), and document management levels

Requirements:

To be considered for this role, you must have:

  • A high sense of responsibility
  • A clear understanding and excellent commitment level with contractual goals
  • A high level of resilience and stress resistance
  • A degree or equivalent (training or professional experience)
  • At least 3 years' experience in similar functions
  • Broad knowledge in the IT area
  • Solid knowledge of Service Management function
  • Certifications in Service Management Methodologies (ITIL, ISO20000)
  • Fluency in English

Salary: €45,000 - €60,000 per year, depending on experience



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