Service Manager

Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good.

Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility.

Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.

Inetum is looking for an experienced Service Manager to lead our service operations team. You will be responsible for service delivery, team management, and customer satisfaction. This role requires strong leadership, good communication skills, and a focus on continuous improvement.

Responsibilities

Lead and manage the service team to deliver high-quality services on time; Monitor SLAs and KPIs and ensure service targets are met; Handle escalations and support the resolution of critical customer issues; Improve service processes and define standard procedures; Work closely with Sales, Product, and Technical teams; Plan team schedules, workload, and performance reviews; Analyze customer feedback and drive improvement actions; Manage service budget, resources, and external vendors; Keep service documentation and reports up to date

Requirements

At least 4 years of experience as a Service Manager or similar role; Degree in Business, IT, Engineering, or related area; Experience managing teams (5+ people); Experience with ITSM tools (ServiceNow, Zendesk, Jira, etc.); Strong English and Spanish skills (written and spoken); Knowledge of ITIL (certification is a plus); Good leadership, communication, and problem-solving skills; Customer-focused mindset and ability to work under pressure