Infrastructure, Helpdesk and Service Level Manager

Country: Portugal

We are hiring an Infrastructure, Helpdesk and Service Level Manager

At Santander Consumer Finance Portugal, technology drives us to deliver excellence to our customers. We are looking for a dynamic and experienced professional to lead our Infrastructure, Helpdesk, and Service Level team.

Key Responsibilities:

• Manage and coordinate the infrastructure and helpdesk team, fostering a high-performance and collaborative environment;
• Ensure efficient handling of incidents, support requests, and service levels, meeting defined SLAs;
• Develop and implement strategies and action plans for modernization and robustness of IT infrastructures (e.g. obsolescence, patching);
• Continuously monitor and optimize IT processes, ensuring the stability, resilience and security of the technological environment (e.g. automatic alert mechanisms for early detection of incidents);
• Collaborate closely with other IT teams, internal areas and external providers to align objectives and solutions;
• Dashboard and Report elaboration;
• Inform internal departments about existing or potential production issues;
• Set controls and rules for Releases to ensure service quality.

Profile:

• Degree in Computer Engineering, Technology Management, or similar fields;
• At least 5 years of experience in similar roles, with a focus on team management and IT infrastructure coordination;
• Strong knowledge of ITIL and service level management best practices;
• Leadership, effective communication and problem-solving skills;
• Fluent in English;
• Proactive attitude in managing the risks inherent to day-to-day activities.