Service Project Manager

We are looking for a Service Project Manager to join our Inetum Team and be part of a work culture focused on innovation!

Location: Braga

Key Responsibilities:

• Prepare service level reports.
• Escalate critical issues.
• Monitor and define SLAs.
• Propose improvements to clients.
• Implement solutions for critical problems.
• Communicate effectively with clients, translating technical concepts into accessible terms.
• Focus on client satisfaction.
• Provide a 360º view of client support, acting as their ambassador.

Technical and Management Skills:

• Knowledge of telecommunications and IT technologies: Understanding of technologies such as mobile networks (4G and 5G), fixed networks (fiber optic, DSL), VoIP, SD-WAN, cloud services, servers, databases, etc.
• Incident and problem management: Experience with frameworks like ITIL for managing incidents, changes, and problems.
• Performance monitoring and reporting: Ability to use monitoring tools and create reports on SLAs and KPIs.
• Information security: Knowledge of standards like ISO 27001 and practices to ensure network and data security.
• Contract and SLA management: Experience in defining, negotiating, and monitoring SLAs to ensure service quality.
• Strategic planning: Ability to align service operations with the company's business objectives.
• Team management: Ability to lead technical and support teams, promoting efficiency and commitment.
• Problem-solving: Ability to identify root causes and implement effective and lasting solutions.
• Continuous improvement process management: PDCA methodology.

Qualifications:

• Bachelor's degree.
• Proactivity: Ability to anticipate problems before they impact services.
• Adaptability: Ability to quickly adjust to technological and organizational changes.
• Work under pressure: Experience in making quick and effective decisions in critical situations.

Desired Experience and Certifications:

• ITIL Foundation or advanced: For IT service management.
• Experience in the telecommunications sector: Practical experience with operators or telecom service providers (preferred).