Web Service Manager

We are looking for a Web Service Manager to join the team of our client – a reference company in the retail sector who is creating a new IT Hub in Portugal.

What will be your main tasks and responsibilities?

• Ensure the smooth and efficient operation of live digital products, coordinating incident, problem, change, and release activities across internal and partner teams;.
• Act as the service lead for the digital domain, accountable for performance, supportability, and continual service improvement;.
• Manage day-to-day service operations for the digital domain, ensuring SLAs and KPIs are met;
• Coordinate with vendors, infrastructure, and support teams to resolve incidents and problems quickly and effectively;
• Own the change and release calendar for the domain, ensuring stable and coordinated deployments;
• Drive root cause analysis and preventive actions for recurring incidents;
• Monitor system health, service availability, and performance metrics;
• Contribute to service design, transition planning, and operational readiness for new features;
• Maintain the knowledge base and runbooks for operational support;
• Promote a culture of continuous improvement and operational excellence within the product team.

What is required from you?

• Bachelor’s degree in IT, Business Systems or a related field;
• Minimum 03 years of experience in IT service management or support leadership roles;
• Experience supporting digital platforms, cloud services, or ecommerce systems;
• Strong knowledge of ITIL processes including incident, problem, change, and release management;
• ITIL certification or equivalent service management training preferred;.
• Ability to manage high-pressure service situations and coordinate across teams;
• Excellent organisational and communication skills;
• Fluency in English (both written and spoken).

Sounds like you? Send us your CV and let’s talk!

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