Service Quality Management

We are strengthening our team with a Service Quality Management professional with a strong customer-oriented mindset and the ability to ensure high levels of performance reliability and customer satisfaction across the services delivered.

Role Objective:

Ensure end-to-end service quality for customers by defining monitoring and optimizing SLAs managing critical incidents and driving continuous improvement initiatives acting as the customers ambassador and primary point of contact with a 360º view of the service.

Key Responsibilities:

• Prepare and analyze service level reports including SLAs and KPIs;
• Escalate and follow up on critical incidents ensuring timely and effective resolution;
• Define monitor and review Service Level Agreements (SLAs);
• Identify structural issues propose service improvements to customers and implement effective solutions;
• Communicate regularly and effectively with customers translating technical concepts into clear and accessible language;
• Continuously monitor the customer experience with a strong focus on service quality and customer satisfaction;
• Act as the customers representative/advocate ensuring proactive and integrated service management.

Qualifications :

• 2 to 4 years of professional experience as a Service Quality Manager within the telecommunications sector or in similar roles;
• Experience in managing and coordinating technical and support teams;
• Solid knowledge of telecommunications and IT technologies such as:
  • Mobile networks (4G and 5G);
  • Fixed networks (fiber optic DSL);
  • VoIP SD-WAN;
  • Cloud services servers and databases.
• Experience in incident problem and change management preferably based on ITIL practices;
• Ability to monitor service performance and produce SLA and KPI reports;
• Knowledge of information security including best practices and standards such as ISO 27001;
• Strategic planning skills aligning service operations with business objectives;
• Strong problem-solving skills with a focus on root cause analysis;
• Experience in continuous improvement using methodologies such as PDCA.

Desired Certifications:

• ITIL Foundation certification or higher level.

Additional Information :

• Workplace type: Hybrid (max. of 3 times per week in the office);
• Location: Picoas Lisboa.

Remote Work :

No

Employment Type :

Full-time