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 operationsAct as the primary operational point of contact with the clientMonitor and manage SLAs and KPIs to ensure service performance targets are metHandle escalations and ensure timely resolution of issuesConduct service reviews and governance meetingsCoordinate cross-functional and distributed technical teamsEnsure proper reporting and communication to stakeholdersDrive continuous service improvement initiativesRequired Skills & Qualifications:5–10 years of experience in IT service managementStrong knowledge of ITIL v3/v4 (certification is highly valued)Proven experience managing SLAs, KPIs, and escalationsExperience with ITSM tools such as Jira or similar platformsAbility to coordinate distributed technical teamsStrong reporting, communication, and stakeholder management skillsPreferred Qualifications:Experience working in fast-paced, high-availability environmentsStrong analytical and organizational skillsExcellent leadership and teamwork abilitiesIf you are passionate about service excellence, stakeholder management, and driving operational success, we would love to hear from you!
