At OSF Digital, we are looking for a dynamic and proactive Service Manager to lead and optimize IT service delivery operations.
The ideal candidate will be responsible for developing and implementing service management strategies, ensuring high-quality service delivery, maintaining strong client relationships, and driving continuous improvement initiatives aligned with business objectives.
Responsibilities:
* Develop and implement service management strategies and plans to ensure high-quality service delivery.
* Oversee service delivery teams, providing leadership, guidance, and performance support.
* Monitor and manage SLAs and KPIs, ensuring agreed targets are consistently met or exceeded.
* Analyze service performance metrics and identify opportunities for continuous improvement.
* Manage and resolve service-related issues and escalations in a timely and effective manner.
* Act as the primary point of contact for clients regarding service delivery matters.
* Collaborate with project managers, technical teams, and stakeholders to align service operations with company goals.
* Prepare and present service performance reports to senior management and clients.
* Contribute to the evolution of service management practices, tools, and processes.
Requirements:
* Proven experience as a Service Manager or in a similar IT service delivery role.
* Strong experience managing SLAs, KPIs, and service management strategies .
* Solid leadership and team management skills.
* Excellent communication and stakeholder management abilities.
* Strong analytical and problem-solving skills.
* Proficiency in service management tools and structured operational processes.
* Bachelor’s degree in Business Administration, Information Technology, or a related field.
* ITIL certification or equivalent service management qualification is highly desirable.
* Fluency in English and Portuguese is required.
Benefits:
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