Service / Delivery Manager

Lisbon, Portugal
Specialist (5+ Years)
Full remote
English Required Portuguese Required Not Accepting Candidates Living Abroad

Job Information

  • Opening Date20-08-2026
  • State/ProvinceLisboa
  • Zip/Postal Code1200-629
  • IndustryServiços TI

Job Description

Service Delivery Manager — Senior / Expert

Procuramos um Service Delivery Manager Sénior/Expert para assegurar a gestão e coordenação de serviços de IT Operations, garantindo a qualidade, continuidade e cumprimento dos níveis de serviço acordados. O profissional será responsável pela gestão operacional dos serviços, acompanhamento de desempenho e articulação com diferentes equipas e stakeholders.

Principais Responsabilidades
  • Gerir e acompanhar serviços de IT Operations, assegurando o cumprimento dos níveis de serviço (SLA).
  • Coordenar equipas e stakeholders envolvidos na prestação dos serviços.
  • Monitorizar indicadores de desempenho, qualidade e disponibilidade dos serviços.
  • Identificar riscos, problemas e oportunidades de melhoria, promovendo ações corretivas e preventivas.
  • Assegurar a gestão de incidentes, problemas, alterações e pedidos, de acordo com as boas práticas de IT Service Management.
  • Garantir a aplicação de metodologias e boas práticas de ITIL.
  • Apoiar a gestão de projetos e iniciativas de melhoria contínua, utilizando metodologias como PRINCE2 ou equivalentes.
  • Produzir e acompanhar reporting operacional e executivo sobre a performance dos serviços.
  • Assegurar uma comunicação eficaz com clientes, equipas técnicas e restantes stakeholders.

Requisitos

  • Perfil Sénior / Expert.
  • Uma das seguintes qualificações/experiências:
    • ITIL Managing Professional (ITIL MP) ou ITIL 4 Strategic Leader (ITIL SL), complementado por PRINCE2 ou certificação equivalente, e pelo menos 5 anos de experiência em serviços de IT Operations; ou
    • 10 anos de experiência profissional em serviços de IT Operations.
  • Experiência comprovada em IT Service Management e Service Delivery.
  • Conhecimentos sólidos de metodologias e boas práticas ITIL.
  • Experiência em gestão de stakeholders e coordenação de equipas.
  • Capacidade de liderança, organização e gestão de prioridades.
  • Forte capacidade de comunicação e orientação para resultados.

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!

What You Can Expect as a KWANer

Respect isn’t optional here

You’re trusted to deliver and supported to speak up.

Dedicated People Experience Partner

Someone accountable for your growth, not your allocation.

Continuous learning, built in

Learning that keeps pace with the systems you build.

Recognition that’s visible

Your impact doesn’t go unnoticed. Through our Rocket Points System, we constantly recognize your contributions.

A culture you can feel

From movie and quiz nights to dinners and our annual summer gathering, we don’t just work together - we build real connections.

Flexible spaces to work your way

Remote-first, with physical hubs when you want connection.

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