About Us
Decskill is an IT Consulting Company founded in 2014. We prioritize our people and deliver value through knowledge and talent. Our culture of excellence fosters growth, and we invest in the development and well-being of our team.
We operate across three core areas: Decskill Talent, Decskill Boost, and Decskill Connect.
Decskill Talent: We empower our team to drive innovation and ensure project success and business growth.
Decskill Boost: We optimize Time-to-Market and deliver innovative solutions exceeding client expectations.
Decskill Connect: We implement and manage IT infrastructures that generate long-term value.
We believe that nurturing and empowering our people creates value for our clients and ecosystem, fostering a digital community dedicated to growth and progress.
Job Description:
We are seeking an IT Service and Operational Manager for a project based in Carcavelos.
Responsibilities:
* IT Service Management: Monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), ensuring service targets are met.
* Identify opportunities for continuous improvement in IT processes and services, promoting innovation and operational efficiency.
* Coordinate communication between various teams and stakeholders to ensure transparency and effectiveness in IT services.
* Oversee incident management lifecycle, ensuring a quick response and effective resolution of IT issues.
* Analyze recurring incidents to identify root causes and implement corrective actions to prevent recurrence.
* Manage stakeholder relationships with IT service and solution providers, ensuring contracts and SLAs are efficiently met.
Requirements:
* Deep knowledge of IT service management frameworks, such as ITIL, especially in incident management, change management, and service levels processes.
* Experience in managing SLAs and KPIs, with ability to define and monitor these indicators in IT services.
* Able to implement and optimize processes and continuous improvement methodologies in IT services.
* Familiarity with IT service management tools such as ServiceNow, Jira Service Management, Cherwell, among others.
Soft Skills:
* Fluency in Portuguese and English (written and spoken) is essential.
* Excellent communication skills to interact with various stakeholders, including technical teams, leadership, and vendors.
* Proven problem-solving and analytical thinking abilities with a proactive mindset.
Education and Availability:
* Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
* Availability to work in rotating shifts changing weekly, from 8 a.m. to 8 p.m., as needed to ensure IT support coverage.
We are committed to equality and non-discrimination with all our talents. We recruit and promote talent, based on diversity and inclusion, regardless of age, gender, ethnicity, race, nationality, or any other form of discrimination incompatible with the dignity of the human being.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: IT Services and IT Consulting