AX-28 ITSM Manager

Oceans Code Experts; Colombia; Presencial; COP 120.000.000 - 180.000.000; Jornada completa

Descripción de la vacante

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 ideal candidate will have a strong background in ITIL practices, experience with enterprise ITSM platforms like ServiceNow, and excellent communication skills.

Formación

• Bachelor's degree or equivalent in IT/CS/Business Admin or related field.
• 5–7 years in ITSM with at least 2 years leading ITSM processes.
• Deep ITIL knowledge across the service lifecycle.
• Experience with SLA/KPI reporting and presenting service performance to stakeholders.
• Experience administering or governing ServiceNow.
• Strong analytical skills for trend analysis of operational data.
• Advanced English proficiency, written and spoken.

Responsabilidades

• Own SLA/KPI reporting and present service performance to client or executive stakeholders.
• Administer or govern an enterprise ITSM platform such as ServiceNow.
• Lead process teams and drive measurable continuous improvement.
• Analyze operational data trends using strong analytical skills.
• Collaborate with client leadership and present findings effectively.

Conocimientos

ITIL practices

SLA/KPI reporting

Analytical skills

Communication skills

English proficiency

ServiceNow

Educación

Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field

Herramientas

ServiceNow

Descripción del empleo

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 ideal candidate will have a strong background in ITIL practices, experience with enterprise ITSM platforms like ServiceNow, 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 ServiceNow.
• 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 ServiceNow.
• 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 ServiceNow 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.