Information Technology Client Services Manager

hace 19 horas

Bogotá, Bogotá D.E., Colombia Pyramid Consulting, Inc A tiempo completo

Role: IT Client Services Manager

Location: Hybrid In Bogota

Type: Contract Role

IT Client Services Manager –Job Description

Abbott is a global healthcare leader dedicated to helping people live more fully at every stage of life. With a diverse portfolio of life-changing technologies across diagnostics, medical devices, nutrition, and branded generic medicines, our 103,000 colleagues serve people in more than 160 countries.

Position Summary:

The IT Client Services Manager is responsible for managing relationships with LATAM internal business areas and IT BRMs, acting as a liaison between final internal users and IT teams. The role ensures efficient delivery of outsourced and internal IT operational services in compliance with SLAs, promotes continuous improvement, and fosters collaboration between internal teams and external providers. It also ensures operational alignment of IT services with corporate goals.

KEY RESPONSIBILITIES

1. Service Delivery & Performance Management

  • Act as the liaison between business users and IT service providers
  • Monitor service performance and ensure compliance with SLAs/OLAs
  • Establish and maintain performance metrics and reporting routines
  • Conduct regular service reviews to track operational performance and identify improvement opportunities

2. Stakeholder & Vendor Coordination

  • Lead cross-functional collaboration among internal teams, vendors, and partners
  • Provide training and guidance to IT service providers on operational processes and service delivery frameworks
  • Coordinate capacity planning and demand forecasting to align resources with business needs
  • Communicate regularly with business leaders regarding service performance, risks, and improvement plans

3. Operational Oversight

  • Ensure seamless IT operational support from production deployment to daily service delivery
  • Manage risks, track progress, and resolve conflicts to maintain service continuity
  • Oversee release readiness, milestone reviews, and knowledge transfer from project teams to support teams
  • Monitor incidents, service requests, problems, change management processes, and escalation procedures

4. Continuous Improvement & Automation

  • Identify and process improvement and automation opportunities
  • Audit service provider performance against SLAs and drive productivity enhancements
  • Maintain and update control and monitoring tools (e.g., Confluence, Power BI) to support operational visibility

5. Governance & Compliance

  • Ensure adherence to ITIL processes, internal policies, and regulatory requirements
  • Maintain operational documentation including escalation matrices, SLAs/OLAs, vendor contracts, and communication protocols

QUALIFICATIONS:

  • Bachelor's degree in information technology or related field
  • 5+ years of experience in IT service management, vendor management, or client-facing IT roles
  • ITIL v3 or v4 certification required
  • Strong understanding of ITIL framework and service delivery models
  • Excellent communication, negotiation, and stakeholder management skills
  • English proficiency (B2 level minimum)
  • Experience with platforms like ServiceNow is a plus
  • Additional certifications (COBIT, Scrum, PMP) are a plus

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