Service Manager

• Conduct analyses and develop recommendations for continuous improvement opportunities
• Identify opportunities to improve processes and tools based on reports and the tools environment in use
• Coordinate multiple stakeholders in the delivery of projects and support activities, ensuring adherence to timelines and budgets
• Prepare reports and analyses for IT leadership, including executive summaries
• Ensure the governance and compliance of employees and IT solutions with company policies, security standards, risk requirements, and local regulations
• Manage vendors, budget planning, and budget tracking
• Oversee the full management of service budgets, scope, and quality, including resource planning and monitoring
• Guide annual IT investments for the regions under responsibility, aligned with global IT and business requirements
• Conduct end-user satisfaction surveys and develop action plans for improvement

• Fluent English, assessed during the selection process
• Excellent command of Microsoft Office, especially Excel, Visio, and PowerPoint
• Proven experience with the Information Technology Infrastructure Library (ITIL)
• Knowledge of or experience with ServiceNow, ITIL, Request Fulfillment, Self-Service, process automation, workflow design, end-user experience, service management tools, project management, and business analysis
• Ability to work independently, with strong organizational skills, flexibility, and adaptability
• Basic knowledge of cloud computing technologies and concepts, as well as virtualization
• Knowledge of agile frameworks and methodologies
• Proven experience in Service Management / IT Service Management
• Experience in vendor, budget, and project management
• Excellent communication and stakeholder relationship management skills
• Availability to work in a fully remote model

• Fully remote work model
• Fluent English assessed during the interview