It client service manager senior

Descripción del cargo

Requirements:
Must have:
Bachelor’s degree in Information Technology or a related field.
5+ years of experience in IT service management, vendor management, or client-facing IT roles.
ITIL v3 or v4 certification required.
Strong understanding of the ITIL framework and service delivery models.
Excellent communication, negotiation, and stakeholder management skills.
Experience with platforms like ServiceNow is a plus.
Additional certifications such as COBIT, Scrum, or PMP are a plus.
ITIL.
PMP.
COBIT.

Responsibilities:
Act as the liaison between LATAM business users and IT service providers.
Ensure efficient delivery of outsourced and internal IT operational services in compliance with SLAs.
Ensure operational alignment of IT services with corporate goals.
Monitor service performance and ensure compliance with SLAs/OLAs.
Establish and maintain performance metrics and reporting routines.
Conduct regular service reviews to track operational performance and identify improvement opportunities.
Lead cross-functional collaboration among internal teams, vendors, and partners.
Provide training and guidance to IT service providers on operational processes and service delivery frameworks.
Coordinate capacity planning and demand forecasting to align resources with business needs.
Communicate regularly with business leaders regarding service performance, risks, and improvement plans.
Ensure seamless IT operational support from production deployment to daily service delivery.
Manage risks, track progress, and resolve conflicts to maintain service continuity.
Oversee release readiness, milestone reviews, and knowledge transfer from project teams to support teams.
Monitor incidents, service requests, problems, change management processes, and escalation procedures.
Identify process improvement and automation opportunities.
Audit service provider performance against SLAs and drive productivity enhancements.
Maintain and update operational control and monitoring tools (e.g., Confluence, Power BI).
Ensure adherence to ITIL processes, internal policies, and regulatory requirements.
Maintain operational documentation including escalation matrices, SLAs/OLAs, vendor contracts, and communication protocols.

Required Languages:
English – Advanced 80-95%.

Location
Bogotá and surrounding areas – Hybrid
Other cities in Colombia – Remote