Key skills
ITSMBIPower BIStakeholder ManagementCommunication
About this role
Role Overview
Alongside partners with organizations to drive digital transformation and build high-performing tech teams. **We are looking for a Service Manager to lead the delivery and evolution of critical IT services, ensuring high levels of performance, resilience, and business alignment in a regulated environment.
This professional will act as the central point between technical teams, operations, and business stakeholders, ensuring effective governance, executive reporting, and continuous service improvement.****Responsibilities:
- Ensure end-to-end management of IT services according to ITIL / Service Governance best practices
- Act as the interface between technical teams and senior-level stakeholders
- Monitor and optimize service performance, capacity, and availability
- Prepare and present executive reporting (KPIs, SLAs, trends, and insights)
- Manage governance forums, service reviews, and follow-up on critical incidents
- Ensure compliance with regulatory environment requirements
- Identify opportunities for continuous improvement and process optimization
- Work effectively under pressure with tight deadlines and critical contexts
Requirements
- Bachelor’s degree in Finance, Economics, or a related field
- Experience in IT Service Management (ITSM/ITIL)
- Strong stakeholder management skills
- Experience in executive reporting and communication with management
- Knowledge of performance, capacity, and IT service analysis
- Experience in regulated environments (finance, telecom, etc.)
- Excellent communication skills in Portuguese and English, especially for formal presentations
- Critical and analytical thinking with a results-oriented mindset
- Ability to work under pressure and meet tight deadlines
- Proficient in Excel (data analysis, trends, reporting)
- Experience with Power BI or other data visualization tools
- Background in metrics analysis and data interpretation
- IT knowledge (infrastructure, applications, or operations) is a plus
Tech Stack
- ITSM
Benefits
- Employment Contract;
- Health Insurance;
- Meal Card;
- Gym Ticket;
- Hybrid work (80% onsite at the Porto office).