Job Summary
The ITSM Manager owns IT Service Management governance for the Mosaic Infrastructure Managed Services engagement, a multi-country environment covering roughly 60 sites across the United States, Canada, Brazil, Peru, and Paraguay. This role is accountable for the health, consistency, and continuous improvement of the account's ITSM processes - incident, request, change, problem, release, knowledge, and configuration management - and for the governance cadence with the client, including SLA performance reporting and service review meetings. The ITSM Manager leads the Tower A process team and works across every delivery tower to ensure processes are followed consistently and measurably improve service quality over time.
Responsibilities
Own the design, governance, and continuous improvement of ITSM processes across the account: incident, request fulfillment, change, problem, release, knowledge, and configuration management.
Lead and develop the Tower A process team, including the Change Manager (who also carries Problem and Release Management) and Incident Manager,



setting priorities and reviewing process performance.
Own SLA and KPI measurement and reporting for the engagement, producing accurate, timely service performance reporting for internal leadership and client stakeholders.
Chair or coordinate the service governance cadence with the client, including weekly/monthly operational reviews and quarterly business reviews, in partnership with the Service Delivery Manager.
Own the ITSM platform configuration roadmap (ServiceNow or equivalent) for the account, partnering with platform administrators to implement workflow, catalog, and reporting improvements.
Ensure process compliance across all delivery towers (Network, End-User Computing, Data Center & Cloud, shared NOC), identifying and remediating gaps in adoption or execution.
Drive continuous improvement initiatives based on trend analysis of incidents, requests, changes, and problems, quantifying impa

📌 ITSM Manager (Bogotá)
🏢 Auxis
📍 Bogotá