IT Service Level & Vendor Specialist Lisboa

Overview

The IT Service Level & Vendor Specialist will be responsible for monitoring, reporting, and optimizing IT service performance, managing relationships with third‑party vendors, and ensuring compliance with agreed Service Level Agreements (SLAs) and contractual obligations.

This role reports to the IT Business Partnering & Workplace Manager.

Responsibilities

• Define, negotiate, and manage Service Level Agreements (SLAs)
• Monitor IT service performance against SLAs and KPIs using dashboards, reports, and analytics tools.
• Implement IT processes in Atlassian Jira Service Management tool
• Identify service performance gaps and lead initiatives to address deficiencies.
• Work closely with IT teams, including development, infrastructure, and support, to align Service
  Now solutions with broader IT strategies.
• Act as a liaison to the Service Delivery Manager

• Act as the main point of contact for IT vendors and service providers.
• Participate in vendor selection, contract negotiation, and renewal processes.
• Track vendor performance, risk, and cost‑effectiveness.
• Work with Procurement and Legal teams to manage vendor agreements and amendments.

• Build inside the Atlassian Jira Service Management tool the KPIs and reports related to vendor contracts and SLA performance.
• Maintain accurate records of contracts, SLAs, vendor scorecards, and performance dashboards.
• Ensure compliance with internal IT governance policies and external regulatory requirements.

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• 3‑5 years of experience in IT service management, vendor management, or a related discipline.
• Experience working in a multinational or global organization is strongly preferred.
• Strong understanding of ITIL framework (certification preferred).
• Proficient in Atlassian Jira Query language, Rest APIs, and Confluence.
• Atlassian Jira Service Management Administrator certification(s) are highly desirable.