ITSM Delivery Manager

Amrize; Bogotá ciudad; Presencial; COP 133.920.000 - 200.880.000; Jornada completa

Descripción de la vacante

Amrize is seeking an IT Service Delivery Manager to lead IT support and service delivery operations within a large-scale enterprise environment. You will drive ITSM processes, vendor performance, ServiceNow adoption, and service reporting while ensuring governance and SOX compliance.

The ideal candidate has 8–10 years in technology or service management, ITIL certification, hands-on ServiceNow experience, and advanced English (C1).

Formación

• Bachelor’s degree in Systems Engineering or related field.
• 8–10 years in technology or service management.
• ITIL Certification.
• Hands-on ServiceNow experience.
• Experience managing IT vendors and executive-level reporting.
• Advanced English proficiency (C1).

Responsabilidades

• Lead IT support operations, incident management, service requests, problem management, and major incident response.
• Manage IT service providers and Service Desk performance, ensuring SLA compliance and service quality.
• Drive continuous improvement of ITSM processes including Incident, Change, Problem, Knowledge, and Configuration Management.
• Lead the ServiceNow Development Squad and support platform enhancements, workflows, and adoption initiatives.
• Develop and present service metrics, dashboards, and improvement recommendations to IT leadership.

Conocimientos

ITIL

Incident management

Service reporting

Vendor management

English proficiency

Educación

Bachelor’s degree in Systems Engineering

Herramientas

ServiceNow

Descripción del empleo

Build your ambition with us. We’re looking for pioneers ready to reimagine what’s possible and lead with bold, transformative ideas. If you’re driven by innovation and eager to shape the future of technology, this is where you belong.

Amrize is seeking an IT Service Delivery Manager to join the Delivery Center Team. This role will focus on leading IT support and service delivery operations, ensuring service excellence across a large-scale enterprise environment. The position will drive ITSM processes, vendor performance, ServiceNow adoption, service reporting, and continuous improvement initiatives while ensuring compliance with governance and SOX requirements.

What you will do:

• Lead IT support operations, incident management, service requests, problem management, and major incident response.


• Manage IT service providers and Service Desk performance, ensuring SLA compliance and service quality.


• Drive continuous improvement of ITSM processes including Incident, Change, Problem, Knowledge, and Configuration Management.


• Lead the ServiceNow Development Squad and support platform enhancements, workflows, and adoption initiatives.


• Develop and present service metrics, dashboards, and improvement recommendations to IT leadership.


• Ensure compliance with IT governance, operational standards, SOX controls, and audit requirements.

Qualifications:

• Bachelor’s degree in Systems Engineering or a related field; specialization in Project Management or IT Systems Management preferred.


• 8–10 years of experience in technology or service management roles, including 3–4 years as a Service Delivery Manager or Service Lead.


• ITIL Certification and strong knowledge of IT Service Management frameworks.


• Hands‑on experience with ServiceNow administration, enhancements, and service delivery processes.


• Experience managing IT vendors, executive-level service reporting, and operational dashboards.


• Advanced English proficiency (C1 required).