Strong English Level + strong ITSM experience and ITIL knowledge required

- Experience with Service Now, SLAs, KPIs and large-scale environments

Acerca de nuestro cliente

Our client is a leading organisation within the Property industry, focused on leveraging technology to enhance operational efficiency and customer experience.

Descripción

- Lead and manage IT service delivery operations, ensuring high performance across support teams and service functions.
- Design and implement ITSM processes aligned with ITIL best practices, including Incident, Problem, Change, and Configuration Management.
- Drive continuous improvement initiatives to enhance service quality, efficiency, and user experience.
- Manage service performance through KPIs, SLAs, and reporting, providing insights to senior leadership.
- Coordinate major incidents, ensuring effective communication, timely resolution, and root cause analysis.
- Oversee vendor performance, ensuring contractual compliance and continuous service improvement.
- Collaborate with cross-functional teams to align IT services with business needs.
- Lead Service Now optimisation and adoption, including workflows and service enhancements.
- Ensure compliance with internal policies, governance standards,



and regulatory requirements (including SOX).
- Develop and implement strategies to improve IT service delivery across multiple regions.

Perfil buscado (h/m)

A successful ITSM Manager should have:

- +10 years of experience in IT, with strong background in IT Service Management roles.
- Proven experience as a Service Delivery Manager or similar leadership position.
- Strong knowledge of ITIL frameworks and best practices.
- Experience managing general or large-scale IT operations and external vendors.
- Strong analytical mindset with experience managing service metrics and dashboards.
- Excellent stakeholder management and communication skills.
- Experience with Service Now or similar ITSM tools.
- Ability to lead teams in fast-paced, complex environments.
- Fluent in English and Spanish (C1 level required).

Qué Ofrecemos

- Permanent position in a large organization in the Property industry.
- Opportunities for professional growth and development.
- A collaborative and supportive work culture.
- Chance to make a significant impact on the organization's IT service delivery.

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📌 IT Service Delivery Manager (Medellín)
🏢 Michael Page Colombia
📍 Medellín