Strategic ITSM Delivery Lead (ServiceNow)

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

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).