Manager, IT Service Management and Performance

Key Responsibilities:

• Monitor and evaluate IT service performance against established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and reporting same to the business.
• Drive root-cause analysis and ensure prompt resolution of incidents and problems, reducing service downtime and improving user experience.
• Oversee the evaluation, selection, implementation and/or optimization of Hugo’s ITSM technology platform to improve process orchestration, automation, reporting, and service/approval workflows.
• Collaborate with IT teams and business stakeholders to ensure ITSM platform meets the evolving needs of the business and clients.
• Ensure accurate documentation of IT service assets and configuration items (CIs) in the Configuration Management Database (CMDB).
• Collaborate with vendors to ensure third-party services meet internal and client requirements, focusing on service quality and compliance.
• Drive key suppliers’ periodic performance review meetings to ensure benefit/value realization in line with agreed SLAs.
• Ensure IT service management practices comply with relevant regulatory frameworks and certifications, including PCI-DSS, ISO 27001, HITRUST and other data protection standards (e.g., GDPR, NDPR).
• Oversee and enforce service management policies, procedures, and standards across the IT function.

WHAT QUALIFICATIONS YOU’LL NEED

Must-Have Qualifications/Experience:

• Experience in a business process outsourcing (BPO) organization is highly desirable.
• Effective communication and interpersonal skills to work with technical and non-technical stakeholders.
• Understanding of compliance requirements, including PCI-DSS, ISO 27001, GDPR, and NDPR.
• ITIL v4 Certification (Foundation or higher); COBIT, PMP, or Six Sigma certification is a plus.
  
  

Preferred Background:

• Minimum 7 years of experience in IT service management or a related role, with at least 3 years in a senior capacity.
• Proven experience in improving ITSM maturity and delivering measurable service improvements.
• Strong knowledge of ITSM tools such as ServiceNow, Fresh Service, SysAid, SolarWinds etc.