Senior Service Operations Manager – Control Tower Expertise

Empower operational excellence — lead the future of service management with Control Tower mastery!

Portugal-based opportunity with remote work model, allowing up to 5 days per week.

As a Senior Service Operations Manager – Control Tower Expertise, you will be working for our client within the service management sector, focusing on establishing and managing comprehensive operational set-up, service logging, monitoring activities, and end-to-end control tower operations. This role is pivotal in defining and governing the flow across multiple providers, ensuring seamless coordination, and optimizing service delivery processes—driving innovation and operational resilience at a global scale.

Your main responsibilities:

• Take ownership of the operational setup, including defining the end-to-end flow across providers
• Identify key stakeholders, responsibilities, and boundaries within the service landscape
• Set up and enhance the ticketing and monitoring frameworks to ensure optimal visibility and control
• Build and implement the Control Tower governance model to oversee operations effectively
• Define and obtain sign-off on the end-to-end run shape, ensuring alignment with strategic goals
• Play a hands-on role within the control tower, managing real-time operations and issue resolution
• Collaborate with cross-functional teams to improve operational workflows and performance metrics

You're ideal for this role if you have:

• At least 8 years of experience in service operations, process management, or related fields
• Strong expertise in setting up operational frameworks and control tower functions
• Hands-on experience with service monitoring, logging, and ticketing systems
• Proven ability to define workflows, stakeholder management, and governance models
• Excellent problem-solving and communication skills
• Ability to operate effectively in a remote environment and coordinate across multiple providers

It is a strong plus if you have:

• Certification in service management frameworks (e.g., ITIL)
• Experience working in multi-vendor or multi-provider environments

Language Required for the role:

• Fluent in English, with excellent communication skills

Eligibility for the role:

• Only candidates with an existing legal right to work in the European Union will be considered for this role.

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Interested? Apply now and include your CV (preferably in English) along with a statement confirming your consent to the processing and storage of your personal data.