- Strong English Level + strong ITSM experience and ITIL knowledge required
- Experience with ServiceNow, 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 ServiceNow 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 ServiceNow or similar ITSM tools.
- Ability to lead teams in fast-pac

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