IT Service Manager

SAFIRA Ver Empresa

Não especificado

KPMG is a global network of independent member firms providing Audit, Tax and Advisory services. We are present in 155 countries, with 162 thousand professionals operating in members firms across the world. In Portugal, KPMG operates in two offices (Lisbon and Oporto) with 40 partners and more than 1000 people. KPMG Angola has seven partners and more than 100 professionals supported by KPMG’s global network and in particular by the Portuguese practice. In order to provide quality services, KPMG aims to turn knowledge into value for the benefit of our clients, our people, and the capital markets. We’re seeking a IT Service Manager.

Job Description:

  • Managing the overall service provided to customers;
  • Managing ITSM processes, according to ITIL best practices;
  • Promote service management enablement by giving ITSM advisory;
  • Support management and service teams through initial and periodical service reviews;
  • Represent service teams in relevant committees and meetings;
  • Prioritize relevant incidents, problems, service requests and other ITSM tasks;
  • Make recommendations for ITSM tool and process improvements;
  • Oversee major incident and problem diagnosis;
  • Drive and manage technical and non-technical escalations;
  • Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues;
  • Implement and generate regular reporting, using the relevant metrics and KPIs for the service;
  • Implement and generate regular activity reporting;
  • Perform trend analysis on both customer raised and internally identified issues;
  • Drive improvements across all relevant KPIs;
  • Participate and contribute to operational readiness;
  • Promote the creation and maintenance of an operational knowledge base and CMDB;
  • Audit all aspects of the service, with the goal of maintaining high service standards.


  • University Degree (Software Engineering or Computer Science preferably);
  • A minimum of 5-7 years of experience in IT infrastructure or application support/management areas, preferably in IT, Media, Banking and/or Telecommunications services;
  • Experience on a similar role is a plus;
  • ITIL background (ITIL v3 training and certification will be valued);
  • Good general understanding of IT technologies (operating systems, hardware, database and networking);
  • Basic understanding of information security principles;
  • Prior experience with Java EE platforms and IBM BPM is a plus;
  • Good knowledge of Excel and reporting tools;
  • Familiarity with ticketing tools (e.g. ServiceNow, Remedy, JIRA);
  • High sense of responsibility;
  • Focus on service quality;
  • Problem solving attitude;
  • Good organizational, communication and leadership skills;
  • Fluency in spoken and written English is required;
  • Availability to travel;
  • Availability to work in shifts, if required;
  • Availability for on-call 24×7 support, if required.

We offer:

  • Opportunity to work in challenging projects in Portugal and in different locations around the world;
  • Integration in a solid company;
  • Environment with dynamic teams and innovative projects;
  • Constant training that includes the development of skills.

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