Service Operations Manager – English speaker

• Oversee the delivery of the IT service, ensuring it meets established service levels, KPIs, and cost targets.
• Build and maintain strong partnerships with providers, IT business partners, and business stakeholders to ensure alignment and effective collaboration.
  
• Maintain comprehensive documentation of service and operations processes, including configurations and procedures.
  
• Drive continuous improvement initiatives to enhance the efficiency, reliability, and scalability of the service and its operations.
  
• Develop and manage change enablement framework and its compliance (make sure changes are properly logged, assessed, authorized, prioritized, and scheduled).
  
• Support on all other ITIL processes, including Incident, Problem, Demand, and Knowledge management.
  

Requirements

• Senior Level: English fluent with advanced writing skills
  
• Senior Level: 3 years working experience with digital solutions
  
• Senior Level: Experience on service management delivery
  
• Senior Level: Ensuring accurately risk assessment
  
• Senior Level: Development of changes authorization framework and change schedule management.
  
• Mid-Level: Incident and change management tools (e.g. Servicenow and Jira)
  
• Mid-Level: Agile development methodology (pref. with certifications)
  
• Mid-Level: Experience in creation & updating documentation
  
• Mid-Level: Team player, willing to learn and adopt new skills
  
• Mid-Level: Microsoft Excel & Office
  
• Mid-Level: ITIL certification / knowledge