Global ITSM Manager - Process Governance & ServiceNow Lead

Auxis; Bogotá; Presencial; COP 317.007.000 - 443.810.000; Jornada completa

Descripción de la vacante

Auxis seeks an ITSM Manager to own governance of IT Service Management across a multi-country environment, including the United States, Canada, Brazil, Peru, and Paraguay. You will drive incident, change, problem, knowledge, and configuration management and oversee SLA/KPI reporting and governance cadences with the client.

You will lead the Tower A process team, collaborate with platform admins for ServiceNow or equivalent, and push continuous improvement across all delivery towers while

Formación

• 5+ years in IT Service Management.
• 2+ years leading ITSM processes or teams.
• Deep ITIL lifecycle knowledge.
• Experience owning SLA/KPI reporting for executives.
• Experience governing an enterprise ITSM platform (ServiceNow).

Responsabilidades

• Own design, governance, and continuous improvement of ITSM processes (incident, request, change, problem, release, knowledge, configuration).
• Lead and develop the Tower A process team and prioritize performance.
• Own SLA and KPI measurement, producing service performance reports for leadership.
• Chair or coordinate the service governance cadence with the client.
• Own ITSM platform configuration roadmap (ServiceNow or equivalent).
• Ensure process compliance across all delivery towers and close gaps in adoption.

Conocimientos

ITSM governance

SLA KPI reporting

ITIL practices

Process teams leadership

Stakeholder communication

English proficiency

Educación

Bachelor's degree

Herramientas

ServiceNow

Power BI

Excel

Performance Analytics

Descripción del empleo

Auxis seeks an ITSM Manager to own governance of IT Service Management across a multi-country environment, including the United States, Canada, Brazil, Peru, and Paraguay. You will drive incident, change, problem, knowledge, and configuration management and oversee SLA/KPI reporting and governance cadences with the client.

You will lead the Tower A process team, collaborate with platform admins for ServiceNow or equivalent, and push continuous improvement across all delivery towers while