At Eskape IT Services we are looking for a dynamic and experienced IT Service Manager to join our IT team. The profile responds to a key player in the organisation and will be instrumental in shaping strategic applications and IT infrastructure to support business objectives. Your role will be to understand the needs of the business, develop and maintain scalable and robust systems with high quality and security standards. If you are passionate about using data‐driven systems, we would like to meet you.
Responsibilities
The IT Service Manager is responsible for the daily management of the service, with technical knowledge and experience in the Service Desk.
Gather specifications for the client's technological environment and validate coverage, inventory, and technical skills.
Handle high‐volume services (approximately 1,000 requests per month) with a team led by a Project Manager during the transition.
Understand the client's business to adjust service capacity, manage demands, and user profiles.
Evaluate and validate contracted coverage, work centers, schedules, calendars, and technological resources.
Coordinate with internal departments and external providers to escalate requests and manage SLAs.
Design and deploy the service implementation plan, assessing risks and phases according to the type of transition.
Define communication mechanisms with the client and set up or update the service catalog, prioritizing critical services.
Maintain support tools, train the team, and monitor support quality and SLA compliance.
Inform the customer regularly about service activity, recurring requests, and improvement proposals.
Manage Level 2 requests and non‐standard changes, striving to simplify them for the Level 1 team.
Identify and notify of additional volumes or extra services to adjust billing and expand services if necessary.
Detect and resolve causes of poor quality in service delivery, promoting continuous improvement.
Work under the direction of the company's operations department and participate in service development meetings.
Qualifications
University degree or vocational training with extensive experience in Computer Science, Information Technology, or a related field.
Previous experience identifying, setting up and implementing new customer needs.
Experience and knowledge in Data Science or Data Architecture.
Basic knowledge of operating system administration, databases, networks, telecommunications, cloud (AWS or Azure), Active Directory, etc.
Experience creating and sharing clear and simple reports and documentation.
Good English level.
Strong analytical and problem‐solving skills.
Excellent communication and collaboration skills.
Experience managing outsourced services, based in KPIs tracking and achievement.
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