Descripción de la oferta
Excelia 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. Job Description: We are seeking a highly motivated Service Manager / Service Lead 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. Key Responsibilities: Own and manage day-to-day service operations Act as the primary operational point of contact with the client Monitor and manage SLAs and KPIs to ensure service performance targets are met Handle escalations and ensure timely resolution of issues Conduct service reviews and governance meetings Coordinate cross-functional and distributed technical teams Ensure proper reporting and communication to stakeholders Drive continuous service improvement initiatives Required Skills & Qualifications: 5–10 years of experience in IT service management Strong knowledge of ITIL v3/v4 (certification is highly valued) Proven experience managing SLAs, KPIs, and escalations Experience with ITSM tools such as Jira or similar platforms Ability to coordinate distributed technical teams Strong reporting, communication, and stakeholder management skills Preferred Qualifications: Experience working in fast-paced, high-availability environments Strong analytical and organizational skills Excellent leadership and teamwork abilities If you are passionate about service excellence, stakeholder management, and driving operational success, we would love to hear from you!
