Empowered by our motto, "Making Data Matter", Keyrus stands at the forefront of global consultancy in Data & Analytics, AI & Machine Learning, and Digital Transformation. With a presence in 27 countries across 4 continents, we're on a mission to elevate the impact of data.

We are data experts, guiding our clients through their data journey regardless of their level of maturity in analytics. As an end-to-end partner, we address varied challenges that our clients face, from Advanced Analytics, Cloud, Data Governance, Visualisation to Enterprise Performance Management, from advisory to delivery.

With more than 3200 employees in all corners of the world, Keyrus is dedicated to helping businesses taking advantage of the Data and Digital paradigm to enhance their performance, facilitating, and accelerating their transformation, and generating new drivers of growth, competitiveness, and sustainability.

Job Summary 

Keyrus is looking for a Service Level Manager to oversee and manage service level agreements (SLAs), ensure quality service delivery, and drive continual improvement initiatives. This role requires strong customer engagement, service monitoring, and coordination skills to ensure services meet performance expectations.

This position is Hybrid/on-site in Lisbon/Porto. (if needed)

Note: All applications/CV’s must be submitted in English.

Key Responsibilities

• Contribute to SLA preparation and negotiations with customers.
• Act as the main contact point for SLA-related activities.
• Monitor service performance and report on key performance indicators (KPIs).
• Lead follow-up actions in case of SLA breaches.
• Propose and coordinate service improvement initiatives.
• Translate business KPI requirements into technical terms for automation purposes.
• Support service management strategy and maintain agency-wide KPI Catalogue.
• Coordinate with Service Delivery Managers, Account Managers, and stakeholders.
• Ensure service delivery teams work efficiently and provide value.
• Conduct customer reviews and promote collaboration.
• Engage stakeholders and experts to continuously improve services.
• Support service continuity planning and execution.
• Monitor and manage service availability and reliability.
• Ensure service components meet agreed performance targets.
• Oversee contract performance, track KPIs, and address underperformance.
• Evaluate contract changes and negotiate necessary adjustments.
• Draft and maintain policies, standards, and procedures for customer service.
• Manage day-to-day service support operations and ensure customer satisfaction.
• Monitor service performance metrics and resolve issues.

Requirements for the role 

• University degree in a relevant field.
• Solid knowledge of ITIL processes and IT Service Management.
• Proven experience in SLA management and customer relations.
• Experience in reporting at executive and operational levels.
• Ability to write policies, procedures, and requirements documentation.
• Strong communication and presentation skills.
• Experience managing multidisciplinary teams.
• Strong analytical, organizational, and problem-solving skills.
• Proficiency with Business Intelligence tools.
• Experience managing SLAs and operational agreements (OLAs).
• Fluent in Portuguese
• Fluent in English
• Must be a Portuguese or European citizen or have a work permit for Portugal / Belgium

What we offer at Keyrus Portugal:

• Competitive salary based on your skills & experience and according to the Data market practice
• Meal allowance of €8.32 per day
• Flexible benefits option
• Private Medical Insurance
• 22 days of annual leave (increasing every 3 years up to a maximum of 25 days)
• Training Program through KLX (Keyrus Learning Experience) Platform

Why Keyrus?

Joining Keyrus means joining a market leader in the Data Intelligence field and an (inter)national player in Management Consultancy and Digital Experience.

Keyrus Portugal operates on five guiding pillars that shape our approach to work and collaboration – Diversity; Trust; Flexibility; Ownership & Innovation - we're dedicated to cultivating a team as diverse as the challenges we take on. 

We embrace and celebrate the rich variety of backgrounds, perspectives, and talents that each individual brings. We firmly believe that diversity fuels innovation, ignites creativity, and propels us towards greatness. 

Regardless of race, ethnicity, gender, sexual orientation, disability, age, or any other dimension of diversity, everyone is not only welcome but valued here. 

Join us in shaping a future where everyone can thrive!