Service Manager

Decskill, founded in 2014 as an IT Consulting Company, places paramount importance on its greatest asset: its people. Our main mission is to deliver value through knowledge and talent, and we achieve this by fostering a culture of excellence and investing in the development and well-being of our people. With over 600 dedicated professionals and offices in Lisbon, Porto, Madrid, and Luxembourg, Decskill operates across three core areas:

• DECSKILL TALENT: We believe that our people are key to our success through Decskill Talent, we empower our team to embrace the digital transformation challenges of our clients. We collaborate with clients to drive innovation, ensuring project success and business growth.

• DECSKILL BOOST: Equipping our team with the latest tools and methodologies, we optimize Time-to-Market and deliver innovative solutions exceeding client expectations.

• DECSKILL CONNECT: Our team collaborates closely with clients to implement and manage IT infrastructures that generate long-term values.

At Decskill, we believe that by nurturing and empowering our people to confront the challenges of digital transformation, we create value not only for our clients but also for our entire ecosystem, fostering a digital community dedicated to growth and progress.

We are looking for
a
Service Manager
for a project in Lisbon.

Responsibilities:

• Providing and managing a high-performance workplace for all company employees;
• Providing application services to Chief Information Officers (CIOs) and their IT teams to supporting business;
• Managing the IT foundation of all our partners, with the delivery of global infrastructure services;
• Being the first line of defense in terms of IT, security and risk management;
• The Modern Device team: For the roll-out of Windows Edition V2 and the BAU QoS working on this product as well as the Windows Basic legacy product;
• Secure Incident, Problem, change processes are performed according to the global standards;
• Control vendors and other third parties / X-shoring operations;
• Managing the Monthly Operational Governance with Market stakeholders : SLA/KPI, key facts of the months, pain points, specific plans…;
• Managing a continuous QoS improvement plan;
• Setting up, jointly with Product Managers, the Product TOM;
• Validating all quality objectives are met before moving a product or feature into production;
• Securing the roadmap to run defining and applying the "golden rules" to make a Product eligible to Production (operational readiness) and remediation plan is followed where status is not green everywhere;
• Service Reporting;
• Managing Client relationships;
• Requiring normal business as well as afterhours accessibility in event of emergencies and/or executive management escalation;
• Senior level service for reporting to Service Ownership head.

Requirements:

• Minimum 6-8 years of expertise in IT Service-related industry;
• ITIL Service Management Certificate Qualified (or equivalent);
• Expertise of key aspects of Service Delivery processes and business characteristics;
• Good expertise of all underlying aspects of the product architecture. Expertise of Intunes is clearly important;
• Knowledge of devices management, workplace, infrastructure, SCCM;
• Specific expertise in IT Service chain and incident, problem and change processes;
• Practical and structured of ITIL Service Delivery processes, the service needs to be aware of the maturity of existing processes;
• Quality systems (i.e. Six Sigma);
• Data privacy, compliance, as well as security issues and SOX compliance requirements are appreciated;
• Business fluency in English.

If you're interested in this job please send your CV to , with the reference "CC/Service_Manager".

• Decskill is committed to equality and non-discrimination with all our talents. We recruit and promote talent, based on diversity and inclusion, regardless of
  age, gender, ethnicity, race, nationality or any other form of discrimination incompatible with the dignity of the human being.