Service Management Officer

Timestamp Group aggregates several leading Portuguese IT solutions and services companies around the concepts of excellence and knowledge sharing. We are committed to technological leadership, based on the quality of our service and technological solutions, supported by continuous training and certification.

Responsibilities:

• Monitor and ensure service levels, support quality, and solution stability.

• Manage Major Incidents in alignment with established best practices.

• Produce and analyze Quality of Service (QoS) reports related to BAU activities.

• Act as escalation interface for major issues.

• Facilitate stakeholder communication, particularly during incidents.

• Drive continuous improvement initiatives for service delivery processes.

• Support tracking and prioritization of support tickets and incidents related to the Product.

• Contribute to backlog management activities, including prioritization and coordination with development activities.

• Participate in support planning sessions, providing analysis on recurring issues and improvement opportunities.

• Collect and consolidate feedback from support teams and end-users to contribute to Product enhancements.

• Contribute to governance meetings, product reviews, and stakeholder engagement activities related to support and product lifecycle management.

• Contribute to the documentation of support procedures, knowledge base content, and service improvement plans.

• Support adherence to global processes, standards, and compliance requirements across support activities to ensure consistency and risk mitigation.

• Regular QoS reporting and analysis on service performance.

• Incident management records, including Major Incident reviews and follow-up actions.

• Updated product support backlog with prioritization elements.

• Documentation of support procedures, knowledge articles, and improvement plans.

• Contributions to governance materials and product review inputs.

• Continuous improvement recommendations based on service performance analysis.

Main Skills:

• Academic background in Computer Science, Management, Engineering, Economics, or equivalent domain.

• Demonstrated capability in service monitoring, incident management, and QoS reporting within IT or product environments.

• 1 to 3 years of proven expertise in a similar service management environment.

• Knowledge of ITIL framework, Agile methodologies, and Scrum/Kanban practices.

• Ability to operate within distributed and multicultural delivery environments.

Language Skills:

• Proficiency in English

• French is considered an additional asset

Employee Benefits:

• Health insurance
• Flexibility in organizational routine
• Training and certifications
• Employee Support Program (in 5 areas, including psychology)
• Birthday and seniority gifts
• Monthly Happy Hour
• Benefits portal with attractive offers