IT SERVICE DELIVERY ANALYST (HYBRID)

IT SERVICE DELIVERY ANALYST (HYBRID PORTO)

Portuguese company hires for hybrid position

Location: Matosinhos, Porto, Portugal

️ Only candidates already based in Portugal will be considered

Work Model: Hybrid – 2 to 3 days per week on-site

️ Language Requirements: Portuguese – C2 (Mandatory) | English – B2+ (Mandatory)

Seniority: Mid-level (4+ years)

Contract Type: Permanent (CTI) or B2B (Freelancer/Personal Company)

Rate Between €3100 - 3700 RV / €2100 - 2500 CTI (depending on proven experience)

️ Instructions: Please send your CV in English and make sure to include all skills and experience that match the requirements of the opportunity. This will significantly increase your chances of success

About the Opportunity

Join an international IT organization responsible for ensuring the quality, governance, and operational excellence of critical IT services.

As an IT Service Delivery Analyst, you will play a key role in coordinating Change Management processes, supporting Major Incident Management, driving governance activities, and improving service performance across multiple IT domains.

This role is ideal for professionals with a solid ITIL background who enjoy working with stakeholders at different organizational levels, facilitating governance meetings, producing executive reporting, and contributing to continuous service improvement initiatives.

Your Responsibilities

Lead weekly Change Advisory Board (CAB) sessions, including agenda preparation, quality validation of Change Requests, meeting facilitation, and follow-up of non-conformities.

Act as Major Incident Coordinator (MIC) on a rotating basis, coordinating critical incidents, communications, and recovery activities.

Prepare monthly governance presentations, operational dashboards, and executive reports.

Analyze KPIs, SLAs, OLAs, trends, incident metrics, and service performance indicators.

Lead monthly and quarterly performance review meetings with Service Managers, Managers, and Heads of Department.

Coordinate the annual review and update of Service Descriptions and operational documentation.

Manage communications related to governance activities using mailing platforms.

Collaborate with technical teams, vendors, and business stakeholders to ensure service quality and operational excellence.

Support continuous improvement initiatives across IT Service Management processes.

Mandatory Requirements

4+ years of experience in IT Service Management, IT Service Delivery, or similar roles.

Practical experience with ITIL processes, especially:

Change Management

Incident Management

Major Incident Management

Experience preparing, supporting, or leading Change Advisory Board (CAB) meetings.

Experience with ITSM platforms such as:

ServiceNow (preferred)

Jira Service Management

Remedy

BMC Helix

or equivalent tools.

Experience coordinating Major Incidents involving technical teams and business stakeholders.

Strong experience producing governance reports, KPI analysis, SLA/OLA reporting, trend analysis, and action plans.

Advanced Microsoft Excel and PowerPoint skills.

Ability to facilitate meetings with technical teams, Service Managers, Managers, and senior leadership.

Strong communication skills in an international environment.

Portuguese (C2) and English (B2+) proficiency.

Nice to Have

ITIL Foundation Certification (or higher).

Previous experience as:

Major Incident Coordinator

Incident Manager

Change Manager

Service Delivery Analyst

ITSM Analyst

Knowledge of Power BI or similar reporting platforms.

Experience maintaining Service Descriptions and Service Catalogues.

Experience with communication platforms such as Brevo or Mailchimp.

Knowledge of:

Problem Management

Root Cause Analysis (RCA)

Post-Incident Reviews

Experience working within multinational or complex enterprise environments.

Knowledge of Lean, Kaizen, or Continual Service Improvement (CSI).

Experience monitoring operational metrics such as:

MTTR

SLA Compliance

Change Success Rate

Failed Changes

Availability

Incident Backlog

Ticket Ageing

Ideal Candidate Profile

The ideal candidate is an experienced IT Service Management professional who enjoys coordinating critical IT operations while driving governance, communication, and continuous improvement initiatives.

You are highly organized, proactive, and comfortable interacting with both technical and executive stakeholders. You can confidently lead CAB meetings, coordinate major incidents under pressure, analyze operational performance, and transform complex data into meaningful governance insights.

If you thrive in collaborative international environments and are passionate about service excellence, this opportunity is for you.

Before You Apply, Ask Yourself

Do I have at least 4 years of experience in IT Service Delivery or IT Service Management?

Have I worked extensively with ITIL processes, particularly Change and Incident Management?

Have I coordinated or participated in Change Advisory Board (CAB) meetings?

Do I have experience managing or coordinating Major Incidents?

Have I worked with ServiceNow or another ITSM platform?

Am I comfortable preparing executive reports, KPI dashboards, SLA analysis, and governance presentations?

Can I confidently facilitate meetings with technical teams and senior stakeholders?

Am I fluent in Portuguese (C2) and English (B2+)?

Am I available to work 2–3 days per week on-site in Matosinhos, Porto?

Am I looking for a long-term opportunity in an international and collaborative IT environment?

Keywords

IT Service Delivery, IT Service Management, ITSM, ITIL, ITIL Foundation, ServiceNow, Jira Service Management, Remedy, BMC Helix, Change Management, Change Advisory Board, CAB, Major Incident Management, Major Incident Coordinator, Incident Management, Problem Management, Root Cause Analysis, RCA, Post-Incident Review, Service Governance, Service Delivery Analyst, KPI, SLA, OLA, MTTR, Governance Reporting, Executive Reporting, Performance Analysis, Operational Excellence, Service Catalogue, Service Description, Microsoft Excel, Microsoft PowerPoint, Power BI, Brevo, Mailchimp, Continuous Service Improvement, CSI, Lean, Kaizen, Hybrid, Porto, Matosinhos, Portugal, IT Operations, Stakeholder Management, Vendor Management.

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