Remote IT Service Manager - Incident & Problem Leader

Coinspaid Enterprise; Colombia; Hybrid; COP 218,531,000 - 327,797,000; Full time

Benefits offered by this job

Fully remote work from almost anywhere

Office options and relocation support

Flexible benefits budget for courses,認

Medical insurance or reimbursement

Job summary

Coinspaid is seeking a proactive Service Manager to join the Service Management team. The role coordinates IT service operations, facilitates incident and problem management, and drives continuous improvements in how technical teams collaborate.

You will work with Engineering, Infrastructure, Support and stakeholders to ensure issues are handled effectively, roles are clear, and recurring problems are addressed with scalable processes.

Qualifications

• 3+ years of IT Service Management, IT Operations, Incident or Problem Management experience.
• Strong understanding of ITSM principles, especially Incident and Problem Management.
• Experience working with technical teams in IT, software development, or tech-driven environments.
• Ability to translate technical issues into clear operational information without owning technical resolutions.
• Familiarity with issue-tracking, ticketing and knowledge management tools like Jira/Confluence.
• Basic understanding of software development lifecycles, production environments and IT operations.
• Ability to maintain operational documentation and coordinate across multiple teams.

Responsibilities

• Coordinate and oversee incident management activities with clear tracking and escalation.
• Identify recurring issues, drive root-cause investigations, and track resolutions.
• Foster cross-team coordination to clarify responsibilities and remove blockers.
• Identify gaps in ITSM processes and propose practical improvements.
• Communicate effectively with stakeholders during incidents and investigations.
• Maintain and improve incident/problem documentation and knowledge resources.
• Monitor trends, provide insights, and support service quality improvements.
• Coordinate follow-up actions and track improvement initiatives.
• Contribute to gradual development of ITSM practices including Change Management and governance.

Skills

Strong communication

Adaptability

Proactive mindset

Collaboration & diplomacy

Ownership & accountability

Pragmatic problem-solving

Organizational skills

Analytical thinking

Resilience under pressure

Continuous improvement mindset

Tools

Jira

Confluence

Job description

Coinspaid is seeking a proactive Service Manager to join the Service Management team. The role coordinates IT service operations, facilitates incident and problem management, and drives continuous improvements in how technical teams collaborate.

You will work with Engineering, Infrastructure, Support and stakeholders to ensure issues are handled effectively, roles are clear, and recurring problems are addressed with scalable processes.