Senior IT Service Manager

hace 2 días

Bogotá, Bogotá D.E., Colombia Softtek A tiempo completo

Senior IT Service Manager

Requirements

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • More than 5 years of experience in IT Service Management, vendor management, or customer-facing IT roles.
  • ITIL certification (v3 or v4) is required.
  • Strong knowledge of ITIL framework, service delivery models, and operational governance.
  • Proven experience managing relationships with internal stakeholders and external service providers.
  • Excellent communication, negotiation, and stakeholder management skills.
  • Experience working with ITSM platforms such as ServiceNow is a plus.
  • Additional certifications such as COBIT, Scrum, PMP, or similar are considered a plus.

Responsibilities

  • Act as the primary liaison between internal business users in Latin America and IT service providers, ensuring clear communication and alignment of expectations.
  • Monitor IT service performance and ensure compliance with established SLAs and OLAs.
  • Define, track, and maintain service performance metrics, dashboards, and reporting routines.
  • Conduct regular service review meetings to evaluate operational performance, identify risks, and drive continuous improvement initiatives.
  • Lead cross-functional collaboration among internal IT teams, vendors, and external partners to ensure efficient service delivery.
  • Provide guidance and operational direction to IT service providers regarding processes, standards, and service delivery frameworks.
  • Coordinate capacity planning and demand forecasting to align IT resources with business needs.
  • Ensure seamless operational support from production deployment through ongoing service delivery.
  • Oversee incident, service request, problem, change, and escalation management processes to ensure service continuity.
  • Manage delivery readiness, milestone reviews, and knowledge transfer from project teams to operational support teams.
  • Identify opportunities for process optimization, automation, and productivity improvements.
  • Audit vendor performance against SLAs and drive corrective actions when required.
  • Maintain and update operational documentation, including SLAs/OLAs, escalation matrices, vendor contracts, and communication protocols.
  • Ensure compliance with ITIL practices, internal policies, and applicable regulatory requirements.

Required Languages:

  • Advanced English (80-95%) (interaction with teams and users in the US)

Job location(s):

  • Hybrid, Colombia

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