Service Manager

**ABOUT US**

Engineering Albania is a member of Engineering Group, one of the main players in the field of digital transformation of public and private companies and organizations around the world. With around 12,000 professionals in 65 locations (in Italy, Belgium, Germany, Norway, Serbia, Spain, Sweden, Switzerland, Argentina, Brazil, and the USA), the Engineering Group designs, develops and manages innovative solutions for the business areas where digitalization is having the biggest impact, including Digital Finance, Smart Government & E-Health, Augmented City, Digital Industry, Smart Energy & Utilities, Digital Media & Communication.

**Role Overview**

We are looking for an experienced
**Service Manager – Digital Platforms**
to ensure end-to-end service management and operational governance for web portals and mobile applications.

The role focuses on SLA compliance, service continuity, and operational excellence, acting as a key interface between clients, delivery teams, and operational stakeholders.

**Key Responsibilities**

- Own and manage
**ITSM processes**
, including Incident, Problem, Change, Release, and Service Request Management.
- Ensure
**SLA and KPI governance**
, including performance monitoring, reporting, service review meetings, and escalation management.
- Manage
**service transition from project to operations**
, ensuring proper handover, runbooks, and knowledge base availability.
- Coordinate and align
**multiple stakeholders**
, including clients, internal delivery teams, and third-party vendors.
- Ensure operational stability, service quality, and continuous improvement across digital platforms.
- Support governance of application releases and operational readiness across environments.

**Required Skills & Qualifications**

- Strong knowledge of
**ITSM best practices**
and operational service management models.
- Proven experience with
**ticketing and monitoring tools**
, such as ServiceNow, Jira, or similar platforms.
- Solid understanding of
**application lifecycle management**
, including DEV, UAT, and PROD environments.
- Experience in
**SLA-based service delivery**
for web and mobile applications.
- Familiarity with
**cloud-based services**
and digital platform operations.
- Strong communication, coordination, and stakeholder management skills.
- Ability to operate in complex, multi-vendor environments.

**Certifications**

- **ITIL Master certification**
(v3 or later) – mandatory.

**We Offer**

- Competitive compensation package based on experience and skills.
- Hybrid working model (office/home flexibility).
- Standard working hours with involvement in service governance activities.
- Private health insurance.
- Collaborative, international, and professional working environment.
- Opportunity to work on large-scale digital platforms with global clients.