Service Management Analyst

Lisbon | Hybrid Work Model

Adecco is strengthening a Global Business Services (GBS) team and is looking for a Service Management Analyst to support the monitoring, management, and continuous improvement of internal service delivery.

This role will play a key part in service performance analysis, KPI monitoring, and engagement with a wide range of business stakeholders.

Key Responsibilities

• Monitor service performance and ensure compliance with defined SLAs;
• Analyze operational data, identify trends, and propose corrective actions and improvement initiatives;
• Maintain and update the GBS service catalogue;
• Prepare reports, executive presentations, and performance dashboards;
• Facilitate governance meetings and follow-up actions with internal teams and stakeholders;
• Monitor and report on service quality indicators;
• Collaborate with different areas of the organization to drive continuous process improvement;
• Support operational optimization and digital transformation initiatives.

Candidate Profile

Mandatory Requirements

• Bachelor's degree;
• 1 to 5 years of professional experience (Junior or Mid-level profile);
• Strong analytical skills and results-oriented mindset;
• Good knowledge of Microsoft Excel and PowerPoint;
• Fluency in English (B2/C1);
• Fluency in Portuguese (mandatory);
• Excellent communication and interpersonal skills;
• Strong organizational skills, autonomy, and ability to manage priorities;
• Enjoy working in collaborative environments focused on continuous improvement.

Preferred Qualifications

• Knowledge of or experience with Power BI;
• Knowledge of Spanish;
• Experience with ticketing and service management tools;
• Knowledge of Service Management methodologies;
• Interest in data analysis and operational reporting.

Employment Conditions

• Expected duration: 12 months;
• Working hours: 9:00 AM to 6:00 PM;
• Hybrid work model: 3 days on-site and 2 days remote;
• Workplace: Cais do Sodré, Lisbon;
• Base salary: €1,300 to €1,800 gross/month, depending on demonstrated experience;
• Meal allowance: €6/day (paid in cash).

What You Will Find

• Opportunity to join a leading company in the energy sector;
• Exposure to multidisciplinary teams and transformation projects;
• Collaborative environment with a strong focus on innovation and continuous improvement;
• Modern offices with excellent public transport connections;
• Free coffee, dedicated dining area, and fresh fruit provided regularly.

If you are looking for an opportunity to develop your skills in Service Management, service performance analysis, and service delivery management within a leading organization, send us your application and join the team.