Service Quality Manager – Telecommunications Sector

Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good.  

Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility.  

Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.  

We are strengthening our team with a Service Quality Management professional, with a strong customer-oriented mindset and the ability to ensure high levels of performance, reliability and customer satisfaction across the services delivered.

Role Objective:

Ensure end-to-end service quality for customers by defining, monitoring and optimizing SLAs, managing critical incidents and driving continuous improvement initiatives, acting as the customer’s ambassador and primary point of contact with a 360º view of the service.

Key Responsibilities:

• Prepare and analyze service level reports, including SLAs and KPIs;
• Escalate and follow up on critical incidents, ensuring timely and effective resolution;
• Define, monitor and review Service Level Agreements (SLAs);
• Identify structural issues, propose service improvements to customers and implement effective solutions;
• Communicate regularly and effectively with customers, translating technical concepts into clear and accessible language;
• Continuously monitor the customer experience, with a strong focus on service quality and customer satisfaction;
• Act as the customer’s representative/advocate, ensuring proactive and integrated service management.

• 2 to 4 years of professional experience as a Service Quality Manager within the telecommunications sector, or in similar roles;
• Experience in managing and coordinating technical and support teams;
• Solid knowledge of telecommunications and IT technologies, such as:• Mobile networks (4G and 5G);
• Fixed networks (fiber optic, DSL);
• VoIP, SD-WAN;
• Cloud services, servers and databases.

• Experience in incident, problem and change management, preferably based on ITIL practices;
• Ability to monitor service performance and produce SLA and KPI reports;
• Knowledge of information security, including best practices and standards such as ISO 27001;
• Strategic planning skills, aligning service operations with business objectives;
• Strong problem-solving skills, with a focus on root cause analysis;
• Experience in continuous improvement, using methodologies such as PDCA.

Desired Certifications:

• ITIL Foundation certification or higher level.

• Workplace type: Hybrid (max. of 3 times per week in the office);
• Location: Picoas, Lisboa.