About the role
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
What are we looking for?
- 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
About Kwan
At KWAN, your career is bigger than one project. You join a real team, on a long-term project, at a company where technology is the business. And when you are ready for something new — a new stack, a new industry, a bigger role — we find that next step with you, without you having to start over somewhere else.
From day one you have a dedicated People Experience Partner: one person accountable for your growth, not your allocation. They know where you want to go, and they help you get there.
You keep learning as technology moves (AI included). Your impact is seen and recognised. Pay and expectations are talked about openly. And you work remote-first, with hubs in Lisbon and Porto for when you want people around.
Grow with clarity. Be treated with respect. Build things that matter.
Apply — if your profile is a match for this role, you will hear from our Talent team within 48 hours. If it is not the right match this time, we will reach out as soon as we find a role that fits you better.
