Service Manager

We are passionate about what technology can do.
We want to continually improve our service, people and technology.
We are proud that our customers benefit from our knowledge and experience.

We are Claranet and if you share our beliefs, we are looking for you!

Your responsibilities include:

  • 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.

You must have:

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

We value:

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

We offer:

  • Salary package according to the function to be performed and with demonstrated experience; 
  • Integration into a young, solid, ambitious and motivated team; 
  • Participation in technologically challenging environments;
  • Training.

Workplace: Lisbon area

Claranet, Helping our customers do amazing things!

Localização: Lisboa

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