Senior Service Delivery Manager
About the client and the project
IT consulting and software engineering company operating in Portugal. The role sits within an IT Operations service management context, ensuring the quality, continuity and performance of delivered IT services across multiple teams and stakeholders.
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.
- Oversee incident, problem, change and request management following IT Service Management best practices.
- Ensure the application of ITIL methodologies and best practices.
- Support project management and continuous improvement initiatives using PRINCE2 or equivalent methodologies.
Must-have skills
- ITIL
- IT Service Management — 5+ years (or 10+ years in IT Operations services without formal ITIL/PRINCE2 certification)
- Proven experience in Service Delivery
- Stakeholder management and team coordination experience
- English B2
- Portuguese
Nice to have
- PRINCE2
- ITIL Managing Professional or ITIL 4 Strategic Leader certification
Location and work model
Why 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.
