Technical Service Manager

Stefanini; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

A leading company is seeking a Technical Service Manager to oversee operational readiness and governance for key accounts. The role includes managing IT processes, coordinating teams, and maintaining effective stakeholder communication. Ideal candidates will have strong IT experience and excellent communication skills.

Qualifications

• 3+ years experience managing IT services or teams.
• Familiarity with ITIL processes and Microsoft technologies.
• Certifications in Project Management such as PMP are a plus.

Responsibilities

• Ensure operational readiness for strategic accounts.
• Manage expectations and communications with stakeholders.
• Define and maintain governance and reporting processes.

Skills

Microsoft Endpoint Management

ITIL core processes

Communication skills

Problem-solving

Project Management

Education

Relevant IT certifications

Bachelor's degree in IT or related field

Tools

ServiceNow

Job description

Job Description

Stefanini EMEA is currently looking for a Technical Service Manager to be part of our Infrastructure (INFRA) Services organization.

This role will act as single point of contact and will focus on ensuring Operational Readiness and Governance Oversight for one of our key strategic accounts within EMEA.

Key Responsibilities:

• Help mature internal processes, break down work into logical function groupings to enable the team to deliver early and often;
• Manage customer expectations while establishing and maintaining clear accountabilities.
• Ensure clarity of delivery commitments, prioritize and re-prioritize to maximize value.
• Manage effective communications with senior-level Customer stakeholders, project delivery teams, internal delivery teams, 3rd party vendors, etc.
• Effectively address bottlenecks and anticipate trade-offs to balance security and business needs against team or technology constraints.
• Manages Issues and Risks across all service components helping to remove barriers.
• Defines and Maintains ongoing Governance (reporting, monitoring, escalation, controls);
• Drive cross-team efforts, define well-considered objectives and metrics, and collect and analyze data to guide decision-making.
• Maintain and communicate the team's progress report, program metrics, project and operational risk matrices, deliverable timelines, project dependencies, etc.
• Defines and writes policies, controls and SOPs asper the Customers needs and follows with the implementation.
• Remove impediments for teams and shields teams from external interruptions.
• Issue tracking and action planning / ownership.

Job Requirements:

Professional skills and required qualifications:

• 3+ years of professional IT experience including managing and/or coordinating multi-disciplinary teams working with Microsoft Endpoint & M365 Digital Workplace platforms;
• 1.5 + years of technical project management experience. (desired but not mandatory);
• Experience with designing, implementing, and running / monitoring ITIL core processes like incident, request fulfillment, change management, and problem management (investigation and remediation);
• Experience in aligning customer's organization with Evergreen Processes (Microsoft Roadmap) specific to Microsoft Endpoint Mgmt. & O365 Technologies;
• Knowledge of Applications and Software Systems:
• IT infrastructure such as Active Directory, Windows Server, Proxy, Firewall, DNS, operating systems, mobile device management system, etc;
• Digital Workplace such as Microsoft Endpoint Management (Windows & Mobile devices), Microsoft Office 365 Exchange Online, Microsoft Office 365 SharePoint Online, Microsoft Office 365 Teams, ITSM Tool (ServiceNow is a plus);
• IT process automation such as ServiceNow, CA, HPSM, BMC Remedy.
• Extensive knowledge of Service Delivery processes and procedures;
• Knowledge of common information security management frameworks, such as ISO/IEC 27001, ITIL, COBIT, etc;
• Ability to understand technical and business aspects of IT risk, and to communicate those risks to management, business, and technical units so that the organization can make informed decisions regarding appropriate levels of information security control;
• Ability to act calmly and competently in high-pressure, high-stress situations;
• Excellent written and verbal communication skills, interpersonal and collaborative skills;
• High level of personal integrity, as well as the ability to professionally handle confidential matters, and show an appropriate level of judgment and maturity;
• High degree of initiative, dependability, and ability to work with little supervision;
• Strong deductive reasoning, critical thinking, problem solving, and prioritization skills;
• Experience assisting the development and maintenance of tools, procedures, and documentation;
• Customer service including the resolution of customer escalations, incident handling, and response;
• Excellent written and verbal communication skills in English;
• Certifications in Project Management & Agile PM/Prince2/PMP is desirable but not mandatory;
• Proficient in MS tools: Excel, PowerPoint.

What's next?
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity.
In case you will need further information, just send us a message at [e-mail] and we'll be happy to assist!

About us
We are a Brazilian company with over 30 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 39 countries, through our 88 offices located throughout the world and we enjoy working for over 500 active clients. While more than 300 of them are multinational corporations, we have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us!

Learn more about us on www.stefanini.com and join us onLinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.
#LI-REMOTE

We want to inform you that there are currently scams targeting job seekers by falsely using our company"s name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.

Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.

If you suspect you"ve been targeted, please contact us immediately at [e-mail] for verification.

Key Points to Remember:

* Legitimate job offers only follow interviews conducted with our hiring managers or clients.
* We will never ask for payment at any stage of the recruitment process.

Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.