Service Operations Manager (ITIL)

Location: Alfragide, Portugal

Company

hirify.global provides consulting services focused on IT service operations and delivery.

What you will do

• Oversee delivery and continuous improvement of critical IT services against agreed service levels, KPIs, cost targets, and reliability standards.
• Maintain accurate documentation covering service operations, configurations, and procedures.
• Collaborate with external providers, IT business partners, and stakeholders to align business needs with IT capabilities.
• Drive initiatives improving the scalability, performance, and effectiveness of IT services and operational processes.
• Lead the change enablement framework, including logging, assessment, authorization, prioritization, and scheduling of changes.
• Support ITIL processes including Incident, Problem, Demand, and Knowledge Management.

Requirements

• Senior-level English fluency with advanced writing skills.
• At least 3 years of experience working with digital solutions.
• Senior-level experience in service management delivery.
• Senior-level experience in accurate risk assessment.
• Senior-level experience developing a change authorization framework and managing change schedules.
• Mid-level experience with incident and change management tools such as ServiceNow and Jira.
• Microsoft Excel and Office skills.
• ITIL certification or knowledge.
• Agile development methodology experience, preferably with certifications, documentation creation and updating experience, and a willingness to learn and adopt new skills.

Culture & Benefits

• Collaborative work with external providers, IT business partners, and key stakeholders.
• Focus on operational excellence, service reliability, transparency, and customer-focused IT operations.