It Service Manager

Ntt Data; Xico; Presencial; MXN 800,000 - 1,000,000; Jornada completa

Descripción de la vacante

A leading global technology service provider in Veracruz, Mexico is seeking an experienced IT Service Manager to lead the ITIL Service Management capability. The ideal candidate will have over 5 years of experience in Service Management, strong skills in ServiceNow, and a commitment to continuous service improvement. Responsibilities include managing IT service delivery processes, transition of services, and ensuring all IT governance controls are effective. This position offers significant challenges and opportunities for professional growth.

Formación

• Minimum of 5 years of Service Management experience.
• In-depth understanding of ITIL processes.
• Experience leading ITIL Service Management capabilities.

Responsabilidades

• Manage end-to-end ITIL Service Management best practices.
• Oversee the transition of new or changed services.
• Design and deliver Service Introduction and Transition processes.

Conocimientos

Leadership in ITIL Service Management

ServiceNow

Strong communication skills

Negotiation skills

Relationship management

Educación

Educated to degree level or equivalent

ITIL Service Management V3 Expert

Herramientas

ServiceNow

Descripción del empleo

We are seeking a highly skilled and experienced IT Service Manager.

The IT Service Manager must provide leadership of the ITIL Service Management capability for Service Design, Introduction, and Transition.

Champion the ITIL control processes for Problem, Change, Release, and Configuration Management, delivering successful outcomes that enable the organization to achieve its corporate and operational objectives, ensuring IT governance and controls are effective.

The IT Service Manager will be responsible for delivering and managing the service delivery improvement plan and managing risks and issues.

Supporting any changes through effective communication and coordination at all levels of the organization.

Qualifications

• Deputise for the Head of Service Delivery, as needed.
• Strong background leading an ITIL Service Management capability with a minimum of 5+ years of Service Management experience.
• Implementation of end-to-end ITIL Service Management framework.
• In-depth understanding of Service Design & Transition, Major Incident Management, Problem, Change & Release Management, Disaster Recovery & Continuous Service Improvement Management.
• ServiceNow.
• Excellent communication skills – collaborative approach.
• Excellent negotiation and relationship management skills.
• Ability to establish strong working relationships with business and other stakeholders.
• Excellent understanding of project & service management delivery methodology, frameworks, and best practice.
• Passionate about continuous service improvement and delivering results.
• Formal Education: Educated to degree level or holds relevant industry experience.
• ITIL Service Management V3 Expert – Essential.

Key Responsibilities

• Rollout and overall management of end-to-end ITIL Service Management best practice policies, processes, and procedures to enhance the control and maturity of IT Service Delivery.
• Responsible for the overall transition of new or changed services into BAU.
• Design, deliver, and manage the Service Introduction, Design & Transition processes, and overall governance, ensuring these are communicated and followed throughout the IT function and the business.
• Lead Service Reviews with business stakeholders and key suppliers.
• Create and manage the service delivery improvement plan, managing priorities, risks, and issues to deliver the target operating model within the agreed timeline working with the Head of Service Delivery.
• Design and support the Problem Management processes by ensuring that root‑cause analysis is conducted, delivering actions to conclude in a priority and time‑driven approach, including risk management and development of KPIs.
• Ensure Service Management processes are fit for purpose, ensuring an efficient and effective approach and continuous service improvement in IT service delivery.
• Design and deliver disaster recovery processes, documentation, and manage the DR plan, including DR tests to meet business requirements and IT obligations while managing follow‑up actions and improvements.
• Responsible for the ITIL Service Management toolset to ensure ROI and drive continuous improvements through automation and analytics.
• Ensure that CAB is effective and efficient.
• Ensure fit‑for‑purpose Release Management processes and procedures, liaising with all stakeholders in timely communication and the management of risks and issues.
• Ensure appropriate risks and issues are escalated swiftly to the Head of Service Delivery.
• Adhere to Company Risk Management policy and procedures, including reporting of incidents or breaches.

Location

LI-LATAM

About NTT DATA Services

NTT DATA Services is an equal opportunity employer and considers all applicants without regard to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law.

We are committed to creating a diverse and inclusive environment for all employees.

If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.