Service Manager

Ignít - A Claranet Portugal Company

. Manage communication with the customer within service execution .

Posted 9/29/2026full-timeFigueira da Foz • PortugalJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer communication, ensuring service-level fulfilment, and driving continuous improvement in processes and customer experience. Proficient in ITIL Framework and experienced in managing operational teams while maintaining high standards of service quality and compliance.

Highest-signal resume keywords

ITIL Framework ExperienceService-Level Agreement (SLA) ManagementContinuous Improvement ProcessesFluent in Portuguese and EnglishRisk Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Desk SupportUser SupportOperational ManagementData AnalysisProblem Solving

Soft Skills

Communication SkillsTeamworkProactivityAdaptabilityEmotional Control

Tools & Technologies

Power BIITSM ToolsEasyvista

Certifications & Qualifications

ITIL 4 FoundationISO20000

Industry Keywords

Customer SatisfactionContractual CompliancePerformance MonitoringKPI ManagementEscalation Management

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Manage communication with the customer within service execution
Ensure service-level fulfilment and internal and external KPIs through continuous expectations management
Monitor and report performance and quality indicators
Manage escalations and issues, ensure complaint responses, and control contract risks
Ensure compliance with contractual and operational requirements
Proactively identify and resolve deviations or critical incidents
Manage customer providers when contracted
Act as the main interface with the client and internal stakeholders to ensure strategic and operational alignment
Schedule, prepare, execute, and follow up on service reports and service meetings
Promote continuous improvement of processes and customer experience
Update tools and systems accordingly

Requirements

What you’ll need

2+ years’ experience in similar functions
High Degree or equivalent (training or professional experience)
Clear understanding and excellent commitment level with contractual goals
High level of resilience and high sense of responsibility
Experience with ITIL Framework
Experience in defining and monitoring SLAs in order to ensure the quality of the contracted service
Experience in managing operational and management teams
Experience in managing continuous improvement processes
High orientation towards continuous customer satisfaction
Ease of communication and teamwork
Technical experience in Service Desk and User Support, Operation, Infrastructures and Application Support valued
Good ability to anticipate problems and high proactivity in solving them
Good ability to adapt to change and manage conflicts
Experience in managing meetings and presentations at the level of the Boards
Fluent in Portuguese and English
Certifications in Service Management Methodologies (ITIL, ISO20000) valued
ITIL 4 Foundation certification and/or other models of the same or equivalent valued
Technical skills in Power BI and other data processing tools valued
Experience in ITSM tools; Easyvista experience valued
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

Benefits

Comp & perks

Regular professional development
Certification paths resources
Regular teambuilding programs
Friendly workplace