IT Client Management Services, Associate

IT Client Management Services, Associate

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Overall Responsibilities / Role Overview

Department: Professional Services

Job Title: IT Client Service Owner

Job Location: Granada - Manila - Mexico

Reports To: IT Client Service Owner Lead

Summary

The ITCSO will be responsible for the operational part of the implemented ITIL processes supporting Strada Global Technology and Applications Support Services. The primary objective is to be operationally responsible for the service provided. An ITCSO should act as the link between support teams to enhance service delivery, serving as coordinators, unlockers, and translators between technical teams and the business.

Duties (include but are not limited to)

• Administer and manage release processes for Deployment Services projects.
• Perform daily and weekly tasks such as creating reports, conducting system checks, etc.
• Provide 1st Line support, report, prioritize, analyze, and resolve faults.
• Manage hierarchical escalation and follow-up.
• Assess Incident and Change Request ownership and follow up on actions.
• Monitor Service Level Agreements (SLAs).
• Ensure compliance with internal and external tasks.
• Validate Release management tasks.
• Maintain accurate documentation.
• Handle Incident Management including classification and prioritization.
• Manage Cases and Catch and Dispatch processes.
• Identify and suggest process improvements.

Competencies

• Initiative: Proactive problem-solving, seeking responsibilities, self-development, and learning from mistakes.
• Interpersonal Skills: Good listening, relationship-building, flexibility, negotiation, and feedback handling.
• Problem Solving/Analytical Skills: Breaking down complex issues, understanding critical details.
• People Development: Providing feedback, coaching, mentoring, and developing team members.
• Results Focus: Setting and achieving goals, prioritizing, overcoming obstacles, and motivating teams.
• Decision Making / Judgment: Making timely decisions, analyzing problems, and addressing root causes.
• Managing Conflict: Listening, conflict resolution, and handling difficult situations.

Education / Experience / Skills

• University degree or equivalent.
• Strong coordination, organization, prioritization, and multi-tasking skills.
• ITIL Service Delivery certification is highly preferred.
• Experience with Windows 2003/2010.
• Excellent problem-solving and analytical skills.
• Fluent in English; additional languages such as Spanish, German, and French are a plus.
• Positive attitude, excellent communication skills, and willingness to learn.
• Ability to quickly learn new applications and technologies.
• Team player in an international environment.

Language Requirements

• Required: Spanish (add-on), English, German (must), French (add-on)

Additional Information

We offer a competitive rewards package, continuing education, and growth potential within a global organization.

Disclaimer

Management reserves the right to reassign duties and responsibilities as needed.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting