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 adecuado candidate will have a strong background in ITIL practices, experience with enterprise ITSM platforms like Service Now, and excellent communication skills.
Job Responsibilities
- Own SLA/KPI reporting and present service performance to client or executive stakeholders.
- Administer or govern an enterprise ITSM platform such as Service Now.
- 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 Service Now.
- 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 Service Now 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 flexible core hours.