Service Manager

The Service Manager is responsible for direct Operational relationship with the client as well as Operational responsible for the contract with the client, ensuring a right balance between Delivery and the Account Manager.

The Service Manager is also aware of any Change Management on the respective account, acting as SPOC for any standard and non-standard change requests from the client.

Job responsibilities:

• Ensure Governance adherence for each project under portfolio
• Attend internal alignment meetings with all the parties involved
• Attend monthly operational meetings with the client
• Work closely with Horizontal Leads and ensure BBP adherence
• Ensure Account Transformation plans are in place
• Coaching and mentoring of the SM's / AL's under supervision
• Finance management and overview
• Customer relationship
• CSI methodology and mindset
• Act as an escalation point for the clients under portfolio
• Performance Management
• Account profile – ensure data is kept up to date and its accuracy
• Assist in Pre-sales solution / validation (when required)
• Ensure the appropriate levels of communication with all stakeholders within the customer organization
• Find synergies to drive financial efficiencies throughout the account
• Ensure continuous improvement of processes; evaluate new methods and approaches to delivering the service.

Requirements:

• Ability to develop and maintain excellent relationships with external and internal customers;
• Proven leadership and good facilitation and consensus building skills required;
• Open and clear communication skills;
• Experience working in a multi-national organization and having good cultural sensitivity awareness;
• English proficiency - written and verbal;
• Expertise and proven knowledge within the areas of Service Lifecycle (especially business relationship management, service strategy, service design and operations);
• At least 5-year experience in managing customers, launching projects, managing contracts, and financial aspects;
• English proficiency is a must;
• Project management skills;
• Client Focus;
• Strategic Thinking;
• Change Management and Problem-Solving skills;
• Medical device or pharma background is nice to have.

What we offer:

You will find here not only a challenging and interesting workplace, but also a rewarding work experience, with competitive compensation and benefit packages:

• Health Insurance;
• Meal tickets;
• Extra vacation days;
• Soft skills and technical training for current and emerging products and technologies;
• Special referral bonuses for recommending your friends;
• Social volunteering;
• Internal events for employees;
• Friendly team who is eager to meet you.

Diversity & Inclusion:

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you

What's next?

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity.

The recruitment process starts with an HR discussion, followed by a final talk with the hiring manager.

About Us

We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us Learn more about us on and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.