Manager - IT Service Management (SuccessFactors) Lisboa

Overview

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MAKE HISTORY WITH US! At PMI, we’ve chosen to do something incredible. We’re transforming our business and building our future on
- free products with the power to deliver a
- free future. With change comes opportunity. Wherever you join us, you’ll have the freedom to dream up and deliver better solutions and the space to move your career forward in many areas and directions. JOIN US!

The Manager – IT Service Management oversees service management operations of the Success Factor platform. They ensure the consistent application of service management practices, in alignment with the Co
P goals of standardization, measurement, reporting, and governance. In addition to ITSM operations for Success Factor, they also act as Service Manager for Success Factor Employee Central services, ensuring
-
- end service delivery meets business expectations. They bridge IT delivery teams and the SOO, providing oversight, support, and guidance while fostering a culture of continuous improvement.

Responsibilities

• Oversee the
  -
  - day service management activities within the team; ensure compliance with established standards; provide direct support. Manage incidents and problems from detection through resolution and ensure changes are governed according to defined processes to minimize risk to service continuity.
• Act as the Service Manager for Crown Jewel and
  - critical services, ensuring operational excellence and SLA achievement; serve as the primary point of contact between IT and business stakeholders for service performance discussions.
• Implement and enforce policies and standards within the platform; align the team with the governance model; work with the Co
  P to ensure consistent processes; regularly review and update processes to remain aligned.
• Participate in periodic service audits and assessments; ensure compliance requirements related to service management are met.
• Monitor KPIs and SLAs; collaborate with the Co
  P Lead to provide regular updates on platform service performance; share operational data, incidents, and trends with platform leadership and the Co
  P; provide feedback on challenges and improvements.
• Serve as the primary liaison between the platform and the Co
  P; participate in Co
  P meetings and governance; ensure effective
  - way communication.
• Lead and manage a team of service managers and integrators; provide direction, mentorship, and support in driving service delivery; identify areas for service improvement and process optimization; set priorities and coordinate team activities.
• Coordinate with internal stakeholders and external vendors to ensure service alignment with business needs; address service issues and escalate as needed; drive governance for services in scope.
• Lead continuous service improvement initiatives to enhance service quality, efficiency, and
  - effectiveness; promote adoption of new technologies and methods in service management.
• Provide budget planning and monitoring to allocate resources effectively for service management goals.

Qualifications

• Bachelor’s degree in Information Technology, Business, or a related field
• Success Factor Employee Central Certification; extensive background in a global enterprise environment
• 5–7 years of experience in IT service management, with 2+ years in a team management role in a global corporate setting
• Proven experience managing IT services and teams with a focus on service quality and continuous improvement
• Proven experience in vendor management and managing
  - functional senior stakeholders
• Strong leadership, communication, and
  - solving skills
• Proficiency in ITIL and service management frameworks; ITIL certification is an advantage
• Fluent English

Employment details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Manufacturing

Please note that only online applications will be considered.