Service Management
Perfil requerido:
Puesto: Gerente de Operaciones
Lenguaje:
Base de datos:
Sistema Operativo:
Aplicaciones:
Hardware:
Sexo: Indistinto
Ubicación:
País: Argentina
Provincia: REMOTO
Ciudad/Zona: REMOTO
Características:
Vacantes: 3
Tipo: Full-time
Referencia: Service Manageme
Otros datos:
Empresa: Importante Emp. Lider
Publicado: 09 de Enero 2026
Finaliza el día: 09/04/2026
Fecha de impresión: 11/01/2026
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Introduction: Service Managers are responsible for the end-to-end operational success of a product or service from onboarding to retirement. Their work centres around delivering a seamless customer experience by integrating people, process, and technology.
Key Objectives:
· Act as the primary point of contact for all matters related to a service.
· Focus on service delivery and customer experience over purely technical aspects.
. Serve as a bridge between IT and the business, aligning operations with business needs.
· Manage customer expectations, escalations, and ongoing communication.
Core Responsibilities of a Service Manager
1. Service Strategy & Design
A deep understanding of the product or service being supported is foundational to effective service management. Service Managers must know the purpose, functionality, business impact, and key integrations of their product to anticipate needs, assess risks, and make informed decisions. This knowledge enables them to align service delivery with both strategic goals and user expectations, ensuring that support is not just reactive but proactively adds value.
2. Release & Service Transition
Service Managers play a critical role in bridging operational gaps during the transition and deployment phases of a service or product. Special attention is required during the change and deployment to production processes, where coordination, oversight, and clear communication are essential. Service Managers are accountable for the successful deployment of releases and are expected to manage the process end-to-end—from planning and execution to validation and post-deployment reviews.
3. Service Operations
Understanding the operational dynamics of the services we manage is essential to ensuring they perform effectively in real-world use by the practice. Service Managers need visibility into how services are functioning day-to-day, where pain points exist, and how performance trends over time. This awareness allows them to identify areas for improvement, anticipate issues before they escalate, and continuously enhance the user experience. Regular engagement with operational data, incident trends, and user feedback is key to delivering services that are not just stable—but valuable and efficient in practice.
5. Service Improvements
Creating and managing Continual Service Improvement (CSI) plans is essential for driving long-term service health and value. By proactively identifying recurring issues, reducing support burdens, and targeting inefficiencies, CSI plans enable Service Managers to move beyond reactive firefighting and focus on application optimization and user satisfaction. A well-maintained CSI plan ensures that improvements are tracked, prioritized, and aligned with both business goals and technical roadmaps—building a culture of continuous improvement into the DNA of service delivery.ensuring that our operations are secure, well-documented, and aligned with regulatory and internal standards. Service
Managers play a key role in enforcing security protocols, maintaining accurate and up-to-date documentation, and ensuring proper separation of duties across all environments and processes.
7. Stakeholder & Relationship Management
At the heart of effective service management is relationship building. What truly differentiates a great Service Manager is their ability to communicate clearly, consistently, and credibly with stakeholders at all levels. By actively listening, providing transparency, and following through on commitments, Service Managers earn the trust of the business—positioning themselves not just as operators, but as trusted advisors. This trust fosters stronger alignment, smoother collaboration, and deeper insight into business needs, ultimately enabling the delivery of services that are not only efficient, but genuinely impactful.
Qualifications
1. Service Management Expertise
· Deep understanding of ITIL frameworks and service lifecycle (strategy, design, transition, operation, improvement).
· Experience with incident, change, problem, and release management.
· Ability to run structured Service Reviews, root cause analysis, and performance reporting.
2. Stakeholder Management
· Strong interpersonal skills for managing relationships with:
o Business stakeholders
o Product and platform teams
o Vendors and third parties
· Confidence in handling conflict resolution and escalation management.
3. Communication & Influence
· Ability to translate technical language into business language.
· Skilled in writing clear updates, executive summaries, and customer communications.
· Can influence priorities without formal authority—think “trusted operator” energy.
4. Analytical & Problem Solving
· Strong critical thinking for identifying service trends and systemic issues.
· Comfortable digging into data to extract insights (service metrics, SLA breaches, cost impacts).
· Proactive in spotting inefficiencies and recommending practical fixes.
5. Process & Governance Adherence
· Familiarity with firmwide governance policies (e.g., onboarding, catalog management, risk compliance).
· Ability to document, standardize, and enforce service processes.
· Experience leading or participating in audits or compliance reviews.
6. Tool Proficiency
· Experience with service management platforms like:
· ServiceNow (almost a must)
· Confluence
· Monitoring & alerting tools (e.g., Datadog, OpsGenie)
· Competence in Excel, PowerPoint, SharePoint, dashboards, and reporting tools.
7. Behavioural Traits
· Customer-first mindset with empathy and accountability.
· Adaptable and calm under pressure.
· Naturally curious, always looking to improve the system—not just maintain it.
· Team-oriented, but capable of leading from the middle.
· Strategic but hands-on—can see the big picture but isn’t afraid to dig into the weeds.
High-level Goals
1. Spot the Patterns, Raise the Flag
We don’t fix the issues — but we make sure the right people know what’s happening. Our job is to spot trends, highlight risks, and escalate with clarity, so problems get solved faster.Measured by tracking how many recurring issues we document, escalate, and close the loop on each quarter.
2. Use AI + Data to Work Smarter
AI and data are our new teammates. We’ll use them to see issues before they blow up, share insights, and make better decisions about where to improve.
Measured by how often our dashboards, reports, or automations are used to drive real actions or decisions.
3. Show the Value, Not Just the Work
It’s not about checking boxes — it’s about impact. We’ll tell the story of how services improve outcomes for users and the business, not just what activities we did.
Measured by publishing quarterly “value statements” that show how our services made things easier, faster, or better for users.
4. Keep It Compliant, Keep It Trusted
Trust is not negotiable. We’ll stay audit-ready, secure, and consistent, making sure all services meet compliance and governance standards.
Measured by hitting 100% of our compliance checkpoints and keeping zero major audit findings.
5. Make Clarity Our Superpower
We’re the translators and connectors. We’ll communicate clearly, share updates openly, and make it easy for stakeholders to understand what’s happening and why.
Measured by regular stakeholder surveys showing improved satisfaction with our clarity and communication.
6. Grow Together
We’ll learn new skills, support each other, and build a culture where everyone feels they belong. That means upskilling in AI, sharing lessons, and celebrating wins as a team.
Measured by every SM completing at least one upskilling course and team surveys showing stronger collaboration and belonging.
If you're interested in a great opportunity like this, apply! We want to meet you!
If you think your profile matches the position requirements, be sure to apply, indicating the required salary and a reference: at empleo@itechcareer.com and empleoitc@gmail.com
We guarantee absolute confidentiality.
iTechCareer Latam Team |
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