Remote ITSM Manager | ServiceNow & SLA Expert

Oceans Code Experts; Norte; Remote; COP 100,000,000 - 160,000,000; Full time

Job summary

Oceans Code Experts is seeking an ITSM Manager to lead ITSM processes and drive continuous improvement. The role focuses on SLA/KPI reporting, service performance presentations, and governance of an ITSM platform like ServiceNow.

Ideal candidates will have ITIL expertise, 5-7 years in ITSM with leadership experience, and strong English communication skills for multi-national stakeholders. This is a fully remote position with flexible core hours.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 5-7 years ITSM experience with at least 2 years leading ITSM processes or teams.
• Deep ITIL knowledge 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.

Responsibilities

• Manage IT Service Management processes effectively.
• 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.

Skills

ITSM

ITIL

SLA/KPI reporting

ServiceNow

Analytical skills

English proficiency

Communication skills

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Job description

Oceans Code Experts is seeking an ITSM Manager to lead ITSM processes and drive continuous improvement. The role focuses on SLA/KPI reporting, service performance presentations, and governance of an ITSM platform like ServiceNow.

Ideal candidates will have ITIL expertise, 5-7 years in ITSM with leadership experience, and strong English communication skills for multi-national stakeholders. This is a fully remote position with flexible core hours.