Nearshore Sector | Technical & Quality Director – IT Service Center Lisboa

Nearshore Sector | Technical & Quality Director – IT Service Center
Lisboa
Lisboa, Lisboa, Portugal

Company Description

At Devoteam, we believe that technology with strong human values can actively drive change for the better. Discover how Tech for People unlocks the future, creating a positive impact on the people and the world around us. We are a global leading player in Digital Transformation for leading organisations across EMEA, with a revenue of €1B. We believe in transforming technology to create value for our clients, partners and employees in a world where technology is developed for people. We are proud of the culture we have built together. We are proud of our people at the service of technology. We are proud of our diverse environment. Because we are #Techfor
People. Join our multidisciplinary team of Cloud experts, Designers, Business consultants, Security experts, Engineers, Developers and other extraordinary talents, spread across more than 20 EMEA countries. Become one of our +10. 000 tech and business leaders on cloud, data and cyber security. Let’s fuse creativity with technology together and build innovative solutions that actively change things for the better.

PRIMARY MISSION
The Technical & Quality Director holds a dual responsibility: ensuring operational excellence of IT services delivered by the service center, while steering technical strategy and innovation. They are accountable for service quality, performance, security, and compliance with contractual commitments (SLAs), standards, and frameworks.

RESPONSIBILITIES

1. Technical Leadership

• Define the center’s technical strategy (infrastructure, tools, technologies, architecture)
• Supervise IT service engineering: support, operations, development, cloud, cybersecurity
• Ensure consistency and performance of deployed technical solutions
• Drive continuous innovation and technology watch

2. Team Management

• Lead local technical managers and quality managers
• Structure teams and support skill development
• Promote
  - functional collaboration between technical, support, and governance teams

3. Quality Management

• Implement, lead, and improve the Quality Management System (QMS)
• Oversee continuous improvement initiatives (ISO 9001, ITIL, etc. )
• Manage internal and external audits (quality, security, compliance)
• Define and track performance indicators (KPIs, SLAs, NPS, etc. )

4. Service Governance

• Ensure compliance with contractual commitments and ITIL processes
• Manage major incidents and associated action plans
• Lead risk management related to technical and quality aspects

5. Executive Support

• Contribute to the overall development strategy of the service center
• Provide regular reporting to executive management

• Master’s degree (Bac+5) in IT, engineering, or quality management
• Preferred certifications: ITIL, ISO 9001/27001, PMP/Prince2, Lean Six Sigma
• Minimum 10 years in IT, including 5 years in a leadership role
• Solid experience managing an IT service center
• Demonstrated success in both hierarchical and
  - functional team leadership
• Expertise in IT environments: infrastructure, cloud, cybersecurity, ITSM
• Deep knowledge of quality standards and IT best practices (ITIL, ISO, CMMI…)
• Strong leadership,
  - oriented mindset, analytical skills, and
  - driven approach
• Excellent interpersonal skills, with the ability to influence and unite teams
• Fluent professional English
• Willingness to travel abroad frequently

Devoteam Group works for equal opportunities, promoting its employees based on merit and actively fights against all forms of discrimination. We are convinced that diversity contributes to the creativity, dynamism and excellence of our organization. All of our vacancies are open to people with disabilities.