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Job Description:

We are recruiting a Service Manager to act as a single point of contact and be responsible for the overall management of the service with the client. The role combines governance, reporting, KPI management, and executive relations, ensuring operational continuity and identifying opportunities for improvement and expansion.

Responsibilities:

• Service Model & Governance Single-Point of Contact & Customer Ownership and Service
• Design, implementation, or review of processes, reporting, governance, communication channels, and contract management models.
• Definition and management of customized customer KPIs to define and track specific business objectives and measure progress. 
• Preparation and conduct of Steering Executives and Service Reviews with structured reports, metrics (KPIs), risk analysis, and opportunities. 
•     Voice of the Customer (VoC): Collect systematic customer feedback and convey it to internal teams for continuous improvement of products/services. 
•     Management and development of the knowledge base used by teams 
• Visibility of operational activity and crisis management Monitor and understand existing activity in the ITSM tool, seeking to maintain a stable backlog (among other activities) 
•     Knowledge of solutions similar to Grafana 
• Crisis management (including post-incident reports), assuming the role of incident manager 
•         Service expansion and new opportunities Analysis of data and trends from various services to identify patterns, problems, and improvements 

Requirements:

•    Minimum of 5 years in digital B2B roles (integrator, operator, or manufacturer)

•    Higher education is an advantage

•    Certification/training in ITIL, ISO 20000, and/or Customer Success frameworks (e.g., Cisco CSM), PMP (project management), Cloud (Azure, AWS, Google Cloud) 

•    Technical knowledge (high level) in networking, IT infrastructure, cloud, and applications

•    Proactivity, autonomy, and ability to manage multiple stakeholders (technical, operational, and executive).

•    Excellent written and verbal communication skills. 

•    Focus on customer service by managing data and metrics (definition, tracking, KPI analysis) 

•    Analytical ability to transform operational data into actionable insights (knowledge of PowerBI or similar) 

•    Fluent in Portuguese and English 

Shape your future with us @Xtedder

Av. Engenheiro Duarte Pacheco Amoreiras
Torre 1, Piso 3 S9
1070-101
Lisbon, Portugal