Service Management Analyst

About the role

We are looking for a Service Management Analyst to join our Global Business Services team in Lisbon. The analyst will support monitoring, managing, and continuously improving internal service delivery, working closely with a wide range of business stakeholders.

Key responsibilities

• Monitor service performance against defined SLAs and report on quality indicators.
• Analyse operational data, identify trends and recommend corrective actions.
• Maintain and update the GBS service catalogue.
• Prepare executive reports, presentations and performance dashboards.
• Facilitate governance meetings and track follow‑up actions.
• Collaborate with cross‑functional teams to drive process improvement and digital transformation initiatives.

Required profile

• Bachelor’s degree.
• 1‑5 years of professional experience (junior to mid‑level).
• Strong analytical mindset and results orientation.
• Fluency in English (B2/C1) and Portuguese (mandatory).
• Excellent communication, interpersonal and organizational skills.

Required skills

• Microsoft Excel
• Microsoft PowerPoint
• Power BI (preferred)

What we offer

• Hybrid work model (3 days onsite, 2 days remote).
• Competitive salary €1,300‑€1,800 gross per month.
• Meal allowance €6 per day (cash).
• Modern office near Cais do Sodré with excellent public‑transport links.
• Free coffee, dedicated dining area and regular fresh fruit.
• Opportunity to work on multidisciplinary transformation projects in the energy sector.