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IT Service Manager (m/f)


IT Service Manager (m/f)


Your Role

You will be responsible for managing the delivery of IT services, creating a bridge from the customer requirements to the IT teams. You will measure the quality of the delivery, assuming responsibility and accountability for IT satisfactorily meeting customer expectations.


  • Work closely with the customer to understand their requirements;
  • Translate business requirements into IT services;
  • Manage the day to day delivery of services;
  • Manage SLAs;
  • Producing regular and accurate service management reports and dashboards for IT leadership;
  • Work with the IT teams to assure the service delivery in a timely fashion;
  • You will develop/improve the policies, processes, communications required to meet IT service excellence objectives;
  • Single point of contact for service management across IT;
  • Ensuring that all changes made by the teams adhere to the IT change management policy and process;
  • Work closely with the incident management team to assure that failures are analysed to ascertain the true root cause(s) with appropriate actions identified and carried out to ensure similar failures are not repeated;
  • Analysing incident, problem and change records to determine any trends or apparent problems that have occurred and to take any opportunities to improve service quality;
  • Ensuring that service management policies, processes and procedures documentation is created, updated and maintained as well as communicating IT service management strategy, process and procedures across IT.

Your Profile

  • IT academic background;
  • Minimum of 2 years of relevant professional IT experience;
  • Experience in CA Service Desk;
  • Services and solution oriented approach;
  • Action and results oriented;
  • Excellent time management and priority setting skills;
  • Adaptable to rapid change;
  • ITIL knowledge;
  • Excellent written or oral communication skills;
  • Understands how IT service management supports and enables the business;
  • A very good understanding of “Quality” as it relates to Customer satisfaction.

Our Offer

  • Excellent work opportunity in a dynamic leading multinational company; 
  • Possibility of cooperation with leaders in various industries;
  • Investment in training and personal development; 
  • Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
  • Free organized sport activities and events every month.

Teleperformance Portugal (EN)

Teleperformance Portugal is part of the Teleperformance Group, worldwide leader in Customer Experience Management and shared services for international markets. With a team of 10 000 employees, from 84 nationalities, we provide services in 35 languages. Our job is to connect the biggest and most respected brands on the planet with their customers, bringing solutions and always making sure that each interaction matters. 
Teleperformance Portugal was considered nine times the best company to work for in Portugal by the Great Place to Work Institute and the winner of the “Young Talents Attraction” Award in 2019. Furthermore, we were awarded five times by Exame magazine as one of the best companies to work for in Portugal and the best company within our sector. Also, our company was the fast growing company in Portugal in the past three years by Expresso, Informa D&B and Deloitte. 
Our team is multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards. 
We are trusted with billions of unique interactions worldwide and we want you to be part of it.

Join our team!

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