About the job AX-28 ITSM Manager

Job Summary

Oceans Code Experts is looking for a talented ITSM Manager to join our team. This role involves managing IT Service Management processes, including SLA/KPI reporting, service performance presentation, and continuous improvement. The ideal candidate will have a strong background in ITIL practices, experience with enterprise ITSM platforms like ServiceNow, and excellent communication skills.

Job Responsibilities

- Manage IT Service Management processes effectively.

- Own SLA/KPI reporting and present service performance to client or executive stakeholders.

- Administer or govern an enterprise ITSM platform such as ServiceNow.

- Lead process teams and drive measurable continuous improvement.

- Analyze operational data trends using strong analytical skills.

- Collaborate with client leadership and present findings effectively.

Job Requirements

- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent professional experience.

- 5-7 years of experience in IT Service Management with at least 2 years managing ITSM processes or process teams.





- Deep working knowledge of ITIL practices across the service lifecycle.

- Experience with SLA/KPI reporting and presenting service performance to stakeholders.

- Experience administering or governing an enterprise ITSM platform like ServiceNow.

- Strong analytical skills for trend analysis of operational data.

- Advanced English proficiency, written and spoken.

- Excellent verbal and written communication skills in English.

Nice to Have

- ITIL 4 Managing Professional or equivalent advanced ITIL certification.

- Experience in a managed services or outsourced IT delivery environment supporting enterprise clients.

- Experience operating ITSM governance across a multi-country or multi-region environment.

- Familiarity with ServiceNow reporting and Performance Analytics.

- Trilingual in English, Spanish, and Portuguese.

Position Type and Expected Hours of Work

- Full-time consulting position.

- Up to 40 hours per week with adaptable core hours.

- Fully remote.

📌 ITSM Manager (Colombia)
🏢 Oceans Code Experts
📍 Colombia