Project Manager / Service Manager - Monitoring & Observability

Experience in any of the following technologies will be valued:

• BMC HELIX Operations Management (BHOM)
• Elastic
• Other similar technologies

Infrastructure knowledge

• Linux and Windows systems.
• Networks and communications.
• Physical and virtual servers.
• Kubernetes and containers.
• Public Cloud (Azure, AWS and/or Google Cloud).
• SQL and NoSQL databases.
• Middleware and enterprise applications.

Fluent ENGLISH is essential (client with subsidiaries in the USA and UK). Minimum B2, C1 desirable.

We are looking for a Project Manager / Service Manager to lead monitoring and observability services for top-tier clients.

The selected person will be responsible for guaranteeing the correct provision of the service, coordinating a team of specialized technicians, supervising daily operations, managing the client relationship, and ensuring compliance with committed service levels.

They will act as the main interlocutor with the client, identifying continuous improvement opportunities, managing the backlog of incidents and requests, coordinating service resources, and preparing executive and operational reports.

Service Management

• Supervise and coordinate the daily operation of the monitoring and observability service.
• Guarantee compliance with agreed SLAs, KPIs, and quality levels.
• Manage the planning and assignment of tasks for the technical team.
• Monitor critical incidents, problems, and corrective actions.
• Manage and prioritize the backlog of incidents, requests, and improvements.
• Coordinate escalations with manufacturers, providers, and client teams.

Client Relationship

• Act as the main point of contact for the client.
• Maintain periodic operational and executive follow-up meetings.
• Present monthly service reports, trends, and indicator evolution.
• Identify risks, deviations, and improvement opportunities.
• Manage expectations and ensure client satisfaction.

Team management

• Coordinate a team of specialized engineers and technicians.
• Monitor objectives, workload, and performance.
• Promote professional development and knowledge transfer.
• Promote operational and methodological best practices.

Continuous improvement

• Identify opportunities for automation and process optimization.
• Drive observability and operational transformation initiatives.
• Define service improvement plans.
• Participate in the technological evolution of monitoring platforms.

• ITIL v4.
• Incident Management.
• Problem Management.
• Change Management.
• Service Level Management.
• Capacity and Availability Management.

Project management

• PMP, PRINCE2 or equivalent methodologies (valuable).
• Agile / Scrum.
• Risk management.
• Planning and monitoring of projects.
• Financial management and budget control (valuable).