Senior Service Manager

Tasks

• Lead and Refine Service Delivery Processes: Oversee the endtoend service delivery ensuring that all technical teams collaborate effectively to meet and exceed client expectations.
• Champion of Continuous Improvement: Identify and implement continuous improvement initiatives within the IT service management framework to enhance efficiency and service quality.
• Customer Satisfaction and Relationship Management: Build and maintain strong relationships with clients acting as the primary point of contact for escalated service issues and ensuring client needs are met with consideration and tact.
• Agile and ITIL Expertise: Utilize your deep understanding of both Agile and ITIL frameworks to navigate and integrate best practices into our service delivery ensuring a flexible yet structured approach to managing IT services.

Requirements

Requirements:

• Excellent communication skills including highlevel fluent English
• Multinational Team Leadership: Proven ability to work effectively across multinational teams fostering collaboration and unity among diverse groups.
• Advanced Stakeholder Management Skills: Demonstrated success in managing complex stakeholder relationships both internal and external with a knack for balancing competing interests.
• Technical Savvy: Solid background in overseeing the delivery of IT services including direct experience in major incident management and the integration of IT service automation tools.
• Agile and ITIL Proficiency: Strong command over Agile methodologies and ITIL practices with the ability to implement these frameworks to streamline processes and enhance service delivery.

Nice to have:

• Experience with Jira Confluence Miro and collaborative tools.
• Technical Degree in Computer Science Engineering or equivalent.
• Experience managing and operating IT infrastructure including servers networks and applications.