Program Manager – IT Stability
We are looking for a Program Manager – IT Stability & Resilience to join our team and be part of a work culture focused on innovation. The role will be based in Lisbon or Porto.
Main Tasks:
* Define and manage the global IT Stability & Resilience Program roadmap, ensuring alignment with business strategy and Production Excellence objectives.
* Establish a governance model to track, prioritize, and report initiatives across all APS domains, chairing Steering Committees and ensuring stakeholder alignment and transparent reporting.
* Lead stability and resilience initiatives focused on incident reduction, problem management, capacity and performance improvements, and monitoring enhancements.
* Coordinate implementation of frameworks such as SRE, ITIL4, FinOps, and Service Quality Index across production environments.
* Partner with engineering and DevOps teams to reinforce observability, monitoring, and automation using tools such as Dynatrace, Ansible, ServiceNow, Elastic.
* Define and track key KPIs/OKRs related to stability (MTTR, MTTD, SLA adherence, recurring incident reduction).
* Develop data-driven dashboards and reporting tools to provide continuous visibility into stability performance.
* Coordinate post-incident reviews and ensure systemic remediation activities are fully completed.
* Act as the central point of contact for the Stability Program, communicating progress, risks, and business value to senior management.
* Ensure all initiatives comply with IT risk, cybersecurity, regulatory, and audit frameworks (SOX, PCI-DSS, GDPR).
* Lead proactive risk assessments and stability control reviews to ensure compliance.
* Support APS managers and engineers through training, workshops, and knowledge sharing, promoting adoption of new tools and processes.
* Drive change management activities and encourage collaboration and innovation across global teams.
Requirements:
* Masters degree in Information Technology, Engineering, or related field.
* Minimum 8 years of experience in IT Production/Application Support, including 3+ years in program or project management.
* Strong understanding of IT Production and Application Support environments.
* Knowledge of ITIL v4, SRE, DevOps, FinOps, and Incident/Problem/Change Management processes.
* Hands-on experience with monitoring, observability, and automation tools such as Dynatrace, ServiceNow, Ansible, Grafana, ELK.
* Familiarity with cloud and hybrid infrastructures (AWS, Azure, Kubernetes, RHEL migrations).
* Preferred certifications: ITIL v4, PMP/PRINCE2, SRE Foundation, FinOps Certified Practitioner.
* Fluency in English is mandatory; French is a plus.