Position: Sr Mgr Service Mgmt
Reports to: Dir Operations & Services
Department / Function: Information Services, Tech Ops
Location: Mexico - remote
Countries in scope: global
Direct reports: 5
Role Overview:
The Senior Manager of Service Management is responsible for overseeing the delivery and management of IT service methodologies, tools and process to ensure they meet business needs and performance standards. This role involves strategic planning, team leadership, and continuous improvement of service delivery processes to enhance operational efficiency and customer satisfaction.
Accountabilities:
Responsibilities / Outcomes Expected:
- Service Delivery Oversight: Ensure the effective delivery of IT services across all IS Services and solutions, aligning with business objectives and service level agreements (SLAs).
- Team Leadership: Lead and mentor a team of IT professionals, fostering a collaborative and high-performance work environment. Collaboration and Infuencing across organizations is fundamental.
- Process Improvement: Identify and implement process improvements to enhance service quality and drive operational efficiency.
- Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders to ensure alignment and satisfaction.
- Risk Management: Develop and implement risk management strategies to mitigate potential disruptions to IT services.
Key deliverables:
- Service Performance Reports: Regularly generate and present detailed reports on service performance metrics KPI and SLA compliance.
- Improvement Initiatives: Successfully implement at least three major process improvement initiatives annually to enhance service delivery.
- Risk Mitigation Plans: Develop and maintain comprehensive risk mitigation plans, ensuring readiness for potential IT service disruptions.
- Roadmap for the toolset for IT Service Management within the company.
Qualifications:
Knowledge, skills, abilities:
- Technical Expertise: Deep understanding of IT service management frameworks and best practices, such as ITIL, to effectively oversee service delivery processes.
- Leadership Skills: Strong leadership and team management abilities, with a proven track record of mentoring and developing IT professionals.
- Analytical Thinking: Excellent analytical skills to identify areas for improvement and implement data-driven solutions to enhance service quality.
- Evaluation and Implementation of software package in support of the IT Service management processes.
- Education: Bachelor's degree in Information Technology, Computer Science, or a related field. A Master's degree is preferred.
- Experience: At least 7-10 years of experience in IT service management or related roles, with a minimum of 3-5 years in a leadership position. Experience in the consumer packaged goods industry is a plus.
- ITIL V4 Foundation certification (base), ITIL V4 Specialist level desired.
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