Digital Service Office Manager

AES; Buenos Aires; Ibrido; ARS 80.361.000 - 120.542.000; Tempo pieno

Descrizione del lavoro

AES is seeking a Digital Service Office Manager to lead end-to-end IT service delivery, including Request, Incident, Problem and Change Management. You will coordinate service providers, enforce SLAs, and drive continual improvement across global digital services.

The role emphasizes strong leadership, operational excellence, and English fluency to communicate across business customers and internal teams. Experience with service management tooling and governance is essential.

Competenze

• Strong knowledge of IT service management processes.
• Experience leading cross-functional teams.
• Proven leadership and management skills.
• Advanced command of English.
• 5+ years of IT Service Management & Operations experience.
• 5+ years of management experience.
• ITIL v4 MP/SL or ITIL v3 Expert studies (certification preferred).

Mansioni

• Oversee and control the Request, Incident, Problem and Change Management services to ensure they work efficiently.
• Ensure that the Service Desk SLAs and related contracts meet targets for those management areas.
• Detect and consolidate events from monitoring and management tools and assess their impact on business services.
• Act as escalation point for major incidents when SLAs are not met.
• Define and create the service measurement framework and identify improvement opportunities.
• Promote continual improvement and manage tool interfaces for routing tickets, monitoring data, and change requests.
• Develop service readiness and risk mitigation plans and ensure documentation exists before introducing a new service.
• Provide inputs to technology and operations teams for IT supplier relationship management.

Conoscenze

ITSM knowledge

Cross-functional leadership

Leadership

English proficiency

ITIL certification

Descrizione del lavoro

At AES we are looking for a Digital Service Office Manager

Become the front end of Global Digital Teams services delivery through the orchestration control and management of the Request, Incident, Problem and Change Management services, including the involved service providers, to enable efficient service management and seamless delivery of end-to-end IT services within SLAs. Be accountable for day-to-day service operations and performance

Key Responsabilities:

• Oversees and control the Request, Incident, Problem and Change Management services to ensure they work efficiently.
• Ensure that the Service Desk Operational Level Agreements and related contracts are appropriate for the agreed service level targets for Request, Incident, Problem and Change Management,
• Detect and consolidate events from monitoring and management tools, make sense of them. Correlate events to understand impact on business service.
• Proactively act as the escalation point of contact for major incident and problem management when agreed SLAs are not being met.
• Define and create the service measurement framework that determines service efficacy for the in-scope services. Define potential service improvement opportunities for those services.
• Promote a continual improvement approach for evolving the associated processes, through the management of a unique tool interface capability for routing of support tickets, monitoring information, change requests and other key data between any client or vendor owned toolset. Also facilitate implementation of industrialized/ standardized process automation tools.
• Develop service readiness & risk mitigation plan and ensure appropriate operational service documentation is created before introducing a new service.
• Provide inputs and recommendations to the technology and operations teams for achieving effective IT supplier relationship management. Provide support to those teams to manage issues and resolve disputes with IT suppliers

Knowledge, Skills and Experience:

• Strong knowledge of the in-scope IT service management processes and experience in delivering improvements to these processes
• Experience of leading cross functional teams and managing relationships with business customers
• Proven leadership and management skills
• Advanced command of the English language
• 5+ years of experience in IT Service Management & Operations
• 5+ years of management experience
• ITIL v4 Managing Professional (MP) or Strategic Leader (SL) or ITIL v3 Expert studies (preferably with formal certification)

AES is a global Fortune 500 energy leader dedicated to accelerating the future of energy. Committed to safety and sustainability, our diverse team works together to improve lives across the world while serving the annual energy consumption needs of 22M people globally.