Based in Portugal, Wire IT is your specialized IT consulting partner with 18 years of experience driven by an experienced and senior team that helps clients make the right decisions in a fast-moving market.
Wire IT's ambition is to grow while keeping true to its nature: agile, people-centered, and fun.
As we like to say: Its not only what we do, its how we manage that truly make the difference..
If you're looking for more than just a job - if you're looking for a place where you can truly make a difference - you might be the next person to join WIRE IT.
Role: Service Operations Manager
Location: Hybrid, Lisbon
Responsibilities:
Manage and control the operation of service delivery teams
Supervise daily operations and identify areas for improvement
Analyze and resolve operational constraints
Create, monitor, and report operational indicators and service reports
Ensure accurate SLAs and service definitions in ITSM
Measure and track SLAs and KPIs using Power BI
Control backlog and workflow within ITSM tools
Support RFP processes and contribute to proposals
Drive continuous improvement initiatives and project follow-up
Propose and optimize service catalog improvements
Provide direct customer communication and conflict management
Accompany and support coordinators and supervisors
Manage procurement of services from partners and suppliers
Requirements:
Proven experience as Service Operations Manager or Project Manager
Strong communication skills with clients and conflict resolution abilities
Ability to manage stress and demonstrate commitment under pressure
Experience in productivity reporting (Excel, Power BI)
Strong organizational, analytical, and leadership skills
We offer: