Offer summary

Qualifications:

Bachelor’s degree in Information Systems, Business, Computer Science, or a related field., 8+ years of experience in managed services, client delivery, or operations management., Proven experience in managing client relationships with a focus on SLA and KPI adherence., Strong leadership and interpersonal skills, with excellent written and verbal communication in English..

Key responsabilities:

Act as the primary point of contact for clients, ensuring clear communication and alignment on objectives.

Oversee the successful delivery of managed services, ensuring SLAs and response times are consistently met.

Prepare and lead monthly reports and Quarterly Business Review (QBR) meetings to discuss service performance.

Build a culture of accountability and collaboration within the managed services team, supporting team onboarding and professional growth.

Job description

We are seeking a Managed Services Delivery Lead to join our growing team of experts. In this role, you will be responsible for managing client relationships, overseeing the delivery of managed services, and driving operational excellence across accounts. This role ensures SLAs, response times, and resolution times are consistently met while fostering a high-performing team culture.

You will serve as the primary client interface for ongoing managed services engagements, proactively aligning delivery to client expectations, and driving continuous improvement. Your role will involve harmonizing service processes, defining and maintaining documentation standards, automating internal workflows, and ensuring operational efficiency through tools like Jira Service Management.

This is a hands-on, leadership-oriented role that combines client-facing responsibilities with operational management, ensuring successful service delivery and high levels of client satisfaction.

Key Responsibilities:

Client Management & Delivery Oversight

Act as the primary point of contact for clients, ensuring clear communication and alignment on objectives.

Oversee the successful delivery of managed services, ensuring SLAs, response times, and resolution times are consistently met or exceeded.

Prepare and lead monthly reports and Quarterly Business Review (QBR) meetings to discuss service performance, improvements, and client feedback.

Monitor and manage external ticketing systems (integrated with internal tools) to ensure seamless workflows and client satisfaction.

Foster strong client relationships by understanding their unique challenges and identifying opportunities for value-added services.

Operational Excellence

Design and implement a comprehensive documentation strategy, including templates, playbooks, and health checks.

Define and enforce priority escalation processes (e.g., P0 incident processes).

Establish and harmonize the general service catalog, ensuring clarity and consistency across accounts.

Automate processes in Jira Service Management to streamline workflows, reduce manual effort, and enhance efficiency.

Optimize monitoring and alerts management across client environments.

Team Culture & Performance Management

Build a culture of accountability, collaboration, and excellence within the managed services team.

Support team onboarding, motivation, and professional growth.

Provide coaching and mentorship to team members, ensuring alignment with service goals and best practices.

Collaborate with internal teams (staffing, finance, operations) to ensure effective capacity planning and resource utilization.

Metrics, Reporting, & Process Improvement

Define and maintain metrics for operational performance (e.g., SLA adherence, response times, resolution rates).

Track and report on key KPIs, ensuring continuous alignment with client expectations and internal goals.

Identify and implement process improvements to enhance service delivery and team productivity.

Qualifications:

- Bachelor’s degree in Information Systems, Business, Computer Science, or a related field.

- 8+ years of experience in managed services, client delivery, or operations management.

- Proven experience in managing client relationships, with a strong focus on SLA and KPI adherence.

- Familiarity with service desk tools like Jira Service Management (automation and workflows a plus).

- Strong documentation and process improvement skills, with a focus on harmonizing service delivery practices.

- Experience preparing and leading QBRs and client-facing reports.

- Knowledge of monitoring and alerting tools for IT operations.

- Exceptional organizational, analytical, and problem-solving skills.

- Strong leadership and interpersonal skills, with experience motivating and managing diverse teams.

- Excellent written and verbal communication skills in English (advanced level required).

We encourage you to apply even if you don't have all of these qualifications.

At Hakkoda, we’re excited to connect with individuals who believe in our mission and are eager to grow with us — not just those who check all the boxes.

Benefits:

At Hakkōda Portugal, we believe in giving you the freedom to work from wherever you feel most productive. As a remote-first company, we understand that some days you may prefer the quiet of your home, while other times, you might thrive in a more dynamic environment. That’s why we offer full access to our cosy co-working space in the heart of Lisbon (Saldanha), giving you the best of both worlds.

Other benefits we offer:

- Comprehensive health insurance

- Competitive meal allowance

- Annual bonus opportunities

- 22 days of paid time off, plus 2 additional days (your birthday and Christmas Eve)

- Initial home office budget

- Work from home allowance

- Technical training and certification programs

Required profile