Key Responsibilities

1. Lead the operation of Supply Chain and Finance applications, ensuring their stability, user adoption, and operational excellence.

2. Provide technical support for IT applications and collaborate with application and infrastructure teams on problem resolution.

3. Coordinate with the support team to ensure timely ticket resolution, as well as the identification and elimination of root causes.

4. Act as the escalation point for critical incidents: take ownership, coordinate resolution teams, and lead stakeholder communication, including post-incident reviews.

5. Proactively manage problems to reduce failures and ensure changes are executed through standardized, agile, and controlled processes.

6. Lead and oversee external AMS providers (onshore and offshore), including their performance during major incidents, and drive a culture of continuous improvement with them.

7. Define and implement a governance model to review SLAs, KPIs, vendor performance, and service quality.

8. Report service performance to management on a regular basis using key indicators, proposing and implementing improvement actions as needed.

9. Ensure knowledge transfer from new projects and enhancements to operations teams through a standard Build to Run process,



keeping documentation up to date and accessible.

10. Build strong relationships with BRMs and key stakeholders to understand business needs, meet their expectations, and generate new demand.

Preferred Certification

ITIL v4 certification.

Technical Requirements

- Hands-on experience in IT application support, SAP Supply Chain and/or Finance modules, and ServiceNow.

- Strong command of ITIL principles, incident management, escalation procedures, and other service delivery disciplines.

Competencies

- Experience leading on-site and remote teams, as well as managing third-party services and AMS providers in large, diverse environments.

- Strong customer focus, ability to influence, organization, prioritization, resource planning, and analytical problem-solving skills.

- Quick to adopt new technologies and comfortable working in cross-functional teams.

Personal Profile

- Curious, proactive, and entrepreneurial, with an eye for opportunities and a drive to solve business challenges.

- Thrives in multinational environments, communicates clearly both verbally and in writing, and follows through rigorously on commitments.

- Ideally multilingual.

📌 IT Service Delivery Manager (Bogotá)
🏢 Lapieza
📍 Bogotá