Senior Service Delivery Manager

Lisbon, Portugal

Specialist (5+ Years)

Full remote

English Required Portuguese Required Not Accepting Candidates Living Abroad

IT consulting and software engineering company operating in Portugal. The role sits within an IT Operations service delivery function, responsible for ensuring the quality, continuity, and performance of IT services provided to clients.

What you will do

Manage and monitor IT Operations services, ensuring compliance with agreed service levels (SLAs).
Coordinate teams and stakeholders involved in service delivery.
Monitor performance, quality, and availability indicators for services.
Identify risks, issues, and improvement opportunities, driving corrective and preventive actions.
Ensure incident, problem, change, and request management follow IT Service Management best practices.
Apply ITIL methodologies and best practices across service delivery activities.
Support project management and continuous improvement initiatives using PRINCE2 or equivalent methodologies.

Location and work model

Remote

ITIL
IT Service Management
ITIL Managing Professional or ITIL 4 Strategic Leader plus PRINCE2 (or equivalent) with 5+ years in IT Operations, OR 10+ years of experience in IT Operations
English B2
Portuguese

Nice to have

PRINCE2
Service Delivery
SLA Management
Incident Management
Change Management
Stakeholder Management

We connect IT professionals with projects that match their skills, professional experience, and goals, then we offer a career progression program, delivered by in-house specialists - our People Experience Partners - to guide them through our journey with us.

What we offer:

A project that matches your skills and ambitions, as well as your preferences for working policies and culture.
A competitive salary with awesome benefits and opportunities to leverage your knowledge and network to earn additional income.
An empowering and respectful work culture enriched with social and learning events.
A People Experience Partner specially assigned to you - your go-to career guide, responsible for supporting your growth, facilitating training, and ensuring your work-life balance at KWAN.

At KWAN, they make sure that I feel comfortable with the client I’m working for and that what I’m doing aligns with my career aspirations.

Luis Caldeira, DevOps @ KWAN

At KWAN, I’m given the space to be myself and do what I love. I have control over the projects I work on, as well as the direction of my career.

Pedro Fonseca, Front End Developer @ KWAN

I see my People Experience Partner as someone who is always available to provide me with motivation and constant feedback, which helps me be sure that I am in the right place.

Josimar dos Reis, Software Developer @ KWAN

I know that I’ve contributed to the growth of a company that truly values a “people first culture”, because my ideas, experiences, and individuality were always appreciated.

João Nascimento, Software Developer (KWAN Alumni)

My two years at KWAN were an incredible experience! From the start, I was welcomed into a warm and collaborative environment where I felt truly supported.

Laís Ortiz, Software Developer @ (KWAN Alumni)

Grab this opportunity, apply now!