Descripción de la oferta
pbExcelia /b is a multinational Consulting, Technology, and Professional Services firm with more than 25 years of experience. We provide services in over 50 countries across Europe, Latin America, and the United States, operating from our 9 own offices worldwide. /ppbJob Description: /b /ppWe are seeking a highly motivated bService Manager / Service Lead /b to join our team. In this role, you will be responsible for the day-to-day service ownership and act as the main operational interface with the client, ensuring service quality, performance, and continuous improvement. /ppbKey Responsibilities: /b /pulliOwn and manage day-to-day service operations /liliAct as the primary operational point of contact with the client /liliMonitor and manage SLAs and KPIs to ensure service performance targets are met /liliHandle escalations and ensure timely resolution of issues /liliConduct service reviews and governance meetings /liliCoordinate cross-functional and distributed technical teams /liliEnsure proper reporting and communication to stakeholders /liliDrive continuous service improvement initiatives /li /ulpbRequired Skills Qualifications: /b /pulli5–10 years of experience in IT service management /liliStrong knowledge of ITIL v3/v4 (certification is highly valued) /liliProven experience managing SLAs, KPIs, and escalations /liliExperience with ITSM tools such as Jira or similar platforms /liliAbility to coordinate distributed technical teams /liliStrong reporting, communication, and stakeholder management skills /li /ulpbPreferred Qualifications: /b /pulliExperience working in fast-paced, high-availability environments /liliStrong analytical and organizational skills /liliExcellent leadership and teamwork abilities /li /ulpbr/ppIf you are passionate about service excellence, stakeholder management, and driving operational success, we would love to hear from you! /p
