IT SERVICE MANAGER GBS

📋 Description

• Design, maintain and evolve the IT Service Catalog, including SLA, OLA, support channels and
• Lead and monitor ITSM processes following ITIL best practices: Incident, Problem, Change
• Define and track KPIs and OKRs related to availability, resolution times, user experience and
• Manage compliance with service levels and promote continuous improvement and automation initiatives.
• Coordinate operations between global, regional and local technology teams, Service Owners and
• Participate in the definition of the operational support model for ERP and other regional systems.

🎯 Requirements

• Academic background in Systems Engineering, Electronics, Industrial, Business Administration or
• PMP, ITIL, ISO 27001, SCRUM certifications (desirable).
• Experience managing technology services / IT Service Management, ideally in multinational or
• Experience with technology services related to applications, networks, connectivity and IT services.
• Technical knowledge: ITIL and ITSM tools such as ServiceNow, GLPI, Jira Service Management, BMC
• Knowledge of SLA/OLA, KPIs, incidents, problems, changes and continuous improvement.

🎁 Benefits

• Hybrid modality: 3 days on-site / 2 days remote, starting from the third month.
• Monday to Friday, 8:00 a.m. – 5:00 p.m.
• Base salary: COP $10,000,000 + benefits.