Excelia is a multinational Consulting, Technology, and Professional Services firm with more than 25 years of experience. We provide services in over 50 countries across Europe, Latin America, and the United States, operating from our 9 own offices worldwide.
Job Description:
We are seeking a highly motivated Service Manager / Service Lead to join our team. In this role, you will be responsible for the day-to-day service ownership and act as the main operational interface with the client, ensuring service quality, performance, and continuous improvement.
Key Responsibilities:
Own and manage day-to-day service operations
Act as the primary operational point of contact with the client
Monitor and manage SLAs and KPIs to ensure service performance targets are met
Handle escalations and ensure timely resolution of issues
Conduct service reviews and governance meetings
Coordinate cross-functional and distributed technical teams
Ensure proper reporting and communication to stakeholders
Drive continuous service improvement initiatives
Required Skills & Qualifications:
5–10 years of experience in IT service management
Strong knowledge of ITIL v3/v4 (certification is highly valued)
Proven experience managing SLAs, KPIs, and escalations
Experience with ITSM tools such as Jira or similar platforms
Ability to coordinate distributed technical teams
Strong reporting, communication, and stakeholder management skills
Preferred Qualifications:
Experience working in fast-paced, high-availability environments
Strong analytical and organizational skills
Excellent leadership and teamwork abilities
If you are passionate about service excellence, stakeholder management, and driving operational success, we would love to hear from you!
