Senior Service Manager Engineer

About the team

Our Service Management team is part of the Engineering department and is committed to delivering exceptional service to internal and external stakeholders, by providing tools, processes, and communication strategies for the day-to-day support of our products.

About the role:

We are looking for a technically-strong Service Manager with exceptional communication skills to streamline processes between our Customer Success and Engineering Teams, ensuring seamless service delivery for our Customers. This is an exciting opportunity to be part a newly formed team that embraces innovation and experimentation. This role offers the opportunity to interface with all levels of the organization and have a significant impact across multiple teams and business functions.

Location:

You will be based in Lisbon, with English as your working language. We offer a hybrid work arrangement, with Tuesday being the company day, where we all collaborate in the office and have a company-sponsored meal, a department day for team bonding, and a third day at your choice. We offer relocation support (national and international).

What you will do:

• Oversee day-to-day delivery operations, ensuring optimal performance.
• Manage and monitor infrastructure and product health, proactively addressing issues.
• Collaborate with cross-functional teams to ensure seamless service delivery.
• Lead incident response efforts, minimizing downtime and conducting post-incident analysis.
• Manage on-call incident response capabilities and raise the bar on knowledge transfer and training
• Provide operational support for the Defect Management process, ensuring the best response to bugs in critical components.
• Promote and strengthen adherence to Incident, Problem, and Knowledge Management processes, taking advantage of the best practices from the ITIL4 framework.
• Create reporting mechanisms and communication plans for effective information dissemination within Engineering and for other relevant stakeholders.
• Identify opportunities for process improvement, automation, and optimization and hands-on deliver on those opportunities.
• Collaborate with Product teams and Engineering leaders for continuous improvement in stability, reliability, and performance metrics.
• Align service management activities with business goals and SLA agreements.
• Support incident response processes and communicate resolutions to stakeholders.

Requirements:

• 4+ years of experience interfacing between Customer Experience and Engineering Teams
• Experience working in a scale-up/start-up organization
• Experience working at a B2B SaaS Organization

We're also looking for:

• Advanced English
• Someone who can operate effectively and autonomously across multiple teams, and navigate technical ambiguity with only high-level direction.
• You are highly collaborative and focused on building relationships across all departments.
• Be self-driven, and deliver on ambiguous projects despite incomplete or inaccurate data.
• Interest in working in a fast-paced and rapidly changing environment.
• Proficiency with Confluence and Gitlab tools
• ITIL certifications are a plus
• Experience with ServiceNow