Infrastructure Compliance Manager

CRG Solutions; Estado de México; On-site; MXN 600,000 - 1,200,000; Full time

Job summary

CRG Solutions is seeking a Compliance Manager to drive IT infrastructure excellence and ensure safe changes, permanent problem fixes, and rigorous service quality. Apply Six Sigma to eliminate incidents and streamline workflows with data-driven decision making.

You will lead CAB, shepherd high-risk changes, and push for process maturity across Change, Problem, and Major Incident Management. Requires leadership, strong stakeholder communication, and hands-on ITSM experience.

Qualifications

• Fluent in English.
• 5+ years in IT Service Management with emphasis on Change, Problem, and Major Incident Management.
• ITIL v4 Foundation certification.
• Data visualization skills with PowerBI, Tableau, or similar tools; able to build dashboards tracking SLA Impact Minutes and Aging Incidents.
• Deep experience configuring workflows in ITSM tools like Freshservice, ServiceNow, or BMC.
• Assertive communication and ability to push back on senior engineers or business leaders when changes risk stability.
• Strong translation skills to explain Root Cause analyses to non-technical stakeholders.
• Bias for Action; able to jump into Major Incident bridge and restore order.

Responsibilities

• Chair the Change Advisory Board (CAB) and lead weekly meetings with authority; facilitate discussions and validate implementation plans.
• Maximize Change Success to ≥97% by enforcing Quality Gates and validation steps before deployment.
• Maintain Emergency Process Rigor to ensure changes are used for critical restoration, not planning gaps.
• Lead Root Cause Analysis (RCA) investigations to reduce Recurring Incidents by ≥30% and implement preventative actions.
• Identify bottlenecks in Service Request and Incident workflows and re-engineer for speed and efficiency.

Skills

Six Sigma principles

Assertive communication

Bias for Action

Translation skills

English fluency

IT Service Management

Education

ITIL v4 Foundation

Tools

PowerBI

Tableau

Freshservice

ServiceNow

BMC

Job description

We are looking for a Compliance Manager to drive operational excellence across our IT Infrastructure ecosystem. This role serves as the controller for IT Operations—responsible for ensuring that Changes are safe, Problems are permanently fixed, and Service Quality is rigorously maintained. You will apply Six Sigma principles to eliminate recurring incidents, streamline workflows, and use data to drive process consistency.

Requirements:

• Fluent in English. High Proficiency level (must).
• 5+ years in IT Service Management: Strong depth in Change, Problem, and Major Incident Management.
• ITIL v4 Foundation
• Data Visualization: Proficiency in PowerBI, Tableau, or similar tools. Able to build your own dashboards to track SLA Impact Minutes and Aging Incidents.
• ITSM Platforms: Deep experience configuring and managing workflows in tools like Freshservice, ServiceNow, or BMC.
• Assertive Communication: The ability to push back on senior engineers or business leaders when a proposed Change poses an unacceptable risk to stability.
• Translation Skills: The ability to explain a "Root Cause" to non-technical business stakeholders without relying on jargon.
• Bias for Action: We need a practitioner, not a theorist. You must be willing to jump into a Major Incident bridge and bring order to chaos.

Key Responsibilities

1. Strategic Change & Release Management

• Chair the Change Advisory Board (CAB): Lead the weekly CAB meetings with authority. You will facilitate technical discussions to validate implementation plans, challenge high-risk activities that lack sufficient testing, and coordinate maintenance windows with business stakeholders.
• Maximize Change Success: Drive the success rate of changes to ≥97% by enforcing strict Quality Gates and validation steps before deployment.
• Emergency Process Rigor: Aggressively monitor the volume of Emergency Changes to ensure the process is used strictly for critical restoration, not as a workaround for planning gaps.
• Drive the "Problem" Lifecycle: Reduce Recurring Incidents by ≥30%. You will lead Root Cause Analysis (RCA) investigations on repeating issues and ensure that preventative actions are engineered and deployed—not just documented.
• Eliminate Waste: Identify bottlenecks in Service Request and Incident workflows to re-engineer them for speed and efficiency.

3. Operational Quality & Telemetry

• Holistic ITSM Oversight: Extend process rigor beyond Change to include Major Incident Management (MIM), Asset Accuracy, and Configuration Management (CMDB). Ensure the "Digital Twin" of our environment matches operational reality.
• Metrics & Service Health Reporting: Own the "Tower Health" dashboard. You will be responsible for reporting on SLA adherence, MTTR trends, and System Availability. You must be able to translate technical metrics into business-impact stories for leadership.
• Process Integrity: Regularly review operational workflows to ensure teams are adhering to Standard Operating Procedures (SOPs). You are the champion of consistency, ensuring that our execution matches our documentation.

4. Training & Adoption

• Best Practice: You are responsible for training technical teams on ITSM standards. If a process fails, you must assess if it is a "Skill" gap (needs training) or a "Will" gap (needs accountability).