Workster partners with a leading tech company that is looking to recruit a Client Service Manager for their Lisbon office. The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.

Your Role

  • Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client’s services and performance are aligned with the Customer’s business plans
  • Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.
  • Relationship Management
  • Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
  • Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs
  •  Operational / Performance Management
  • Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted
  • Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
  • In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
  • Identify ongoing benefits, opportunities, and innovation for continual service improvement
  • Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes
  • Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
  • Participate in business meetings and general inputs in day-to-day improvements

Your Qualifications

Minimum Requirements

  • Bachelor’s / Masters degree or equivalent in a related field
  • Power Point, Excel, Outlook, Word, Microsoft Teams

Professional Certifications

  • ITIL V3/v4 certification
  • CISCO CSM

Competencies/Skills

  • Communication Skills
  • Excellent knowledge of German and English (C1)
  • Creativity and innovation
  • Adaptability & Flexibility
  • Vision and Strategy
  • Developing Others and Themselves
  • Organizational Awareness
  • Conceptual Thinking and Problem Solving
  • Action Management
  • Business Planning and Resource Management
  • Financial & Budgeting Management

Your Offer

  • Permanent contract
  • Competitive salary
  • Private health and life insurance from day one in the company
  • Working hours: Monday to Friday
  • On-site Work Module
  • Meal allowance on card/voucher