ITDS Portugal
Senior Service Operations Manager – Control Tower Expertise
July 9, 2026
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.
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