Junior Service Manager - Networking & Infrastructure

About the Position

Wondercom is expanding its team and is looking for a Junior Service Manager – Networking & Infrastructure to accompany and ensure the quality of services provided to our clients.

If you have experience in IT service management, are accustomed to working in Outsourcing/Managed Services environments, and have an interest in network infrastructure, this opportunity may be for you.

Responsibilities

• Ensure the delivery of infrastructure services according to the defined SLAs;
• Monitor and track KPIs and performance indicators;
• Coordinate critical incidents and escalations;
• Follow Change Management, Incident Management, and Problem Management processes;
• Conduct service meetings with the client;
• Prepare service reports and continuous improvement plans;
• Coordinate the articulation between technical teams and business areas;
• Monitor client satisfaction and service evolution.

Requirements

What we are looking for:

• Minimum of 2 years of experience in IT service management;
• Experience in Outsourcing/Managed Services environments;
• Certification in ITIL v4 (elimination factor);
• Experience in monitoring network infrastructure services;
• Experience in managing SLA, KPI, and client relations;
• Experience in coordinating between technical teams and business areas;
• Good general knowledge of networks, namely LAN, WAN, Wi-Fi, Firewall, and SD-WAN;
• Good communication skills and stakeholder management;
• Professional English.

Location and Work Model

Lagoas Park, Oeiras

Hybrid model: 2 to 3 days in-person per week

Schedule: 9 AM/6 PM from Monday to Friday

We Offer

What you can find at Wondercom?

A project where you can develop your experience in service management, infrastructure, and client relations, integrating a team focused on quality and continuous improvement.