Service Manager

INGEPSY; Bogotá ciudad; Presencial; COP 60.000.000 - 110.000.000; Jornada completa

Descripción de la vacante

INGEPSY seeks an IT Service Manager to lead business analysis, change management, and release activities within IT service management. You will assess operational needs, define acceptance tests, monitor SLAs, and coordinate with stakeholders to ensure delivery quality.

The role requires at least 5 years in IT, plus 1 year of team management and English proficiency. Candidates should understand diverse cultures and work with cross-functional teams across GOPS, Finance, HR, Brand Marketing, and

Formación

• Four-year college or university degree with focus on Business Administration or IT or related areas, or equivalent combination of education and experience.
• Proficient spoken and written command of English.
• At least 5-years' experience in IT.
• 2 years of experience in relevant area.
• 1 year of experience in team management.
• Understanding of different cultures.

Responsabilidades

• Business analysis: Investigates operational needs and problems, supporting improvements in processes and organization.
• Change management: Develops, documents, and implements changes based on requests for change.
• Release and deployment: Uses tools/techniques for release activities and logs technical activity; may provide early life support and investigate problems.
• People Management (if required): Involved in hiring transition decisions and leads/coaches teams to ensure performance and development.
• Engages with project management to ensure products meet acceptance criteria and SLAs.

Conocimientos

English proficiency

Educación

Bachelor's degree in IT or Business Administration

Descripción del empleo

Purpose & Overall Relevance for the Organization:

IT service management is the craft of implementing, managing, and delivering IT services to

meet the needs of the organization. It ensures that the appropriate mix of people, processes, and technology are in place to provide value.

Key Responsibilities:

Business analysis

• Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization.
• Assists in defining acceptance tests for these recommendations.
• Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
• Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard.
• Feeds into change management processes.

Change management

• Develops, documents, and implements changes based on requests for change.

Release and deployment

• Uses the tools and techniques for specific areas of release and deployment activities.
• Administers the recording of activities, logging of results and documents technical activity undertaken.
• May carry out early life support activities such as providing support advice to initial users.
• Investigates problems in systems, processes, and services.
• Assists with the implementation of agreed remedies and preventative measures.
• Following agreed procedures, identifies, registers, and categorizes incidents.
• Gathers information to enable incident resolution and promptly allocate incidents as appropriate.
• Maintains records and advises relevant people of actions taken.

If required: People Management / Resource Management:

• May be involved and gives some input on hiring Transition decisions
• Ensures appropriate leadership skills are present at every level through creating a motivational and supportive work environment in which employees are coached, trained, and provided with career opportunities through development
• Allocates the different work to the respective employees considering experience, complexity, workload, and organizational efficiency
• Continuously monitors and evaluates team workload and organizational efficiency with the support of IT systems, data and analysis and team feedback and makes appropriate changes to meet business needs.
• Provides team members/direct reports with clear direction and targets that are aligned with business needs and GIT objectives

Key Relationships:

• Respective business function (GOPS, Finance, HR, Brand Marketing, Wholesale/Retail)

Requisite Education and Experience / Minimum Qualifications:

• Four-year college or university degree with focus on Business Administration or IT or related areas, or equivalent combination of education and experience
• Proficient spoken and written command of English
• At least 5-years' experience in IT
• 2 years of experience in relevant area
• 1 year of experience in team management
• Understanding of different cultures