IT Service Delivery & Change 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

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.