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.

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. In case you need further information, just send us a message at and we'll be happy to assist

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

About us

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.

Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.

We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.

More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.