AX-28 ITSM Manager

Job Summary

Oceans Code Experts is looking for a talented ITSM Manager to join our team. This role involves managing IT Service Management processes, including SLA/KPI reporting, service performance presentation, and continuous improvement. The ideal candidate will have a strong background in ITIL practices, experience with enterprise ITSM platforms like ServiceNow, and excellent communication skills.

Job Responsibilities

• Manage IT Service Management processes effectively.
• Own SLA/KPI reporting and present service performance to client or executive stakeholders.
• Administer or govern an enterprise ITSM platform such as ServiceNow.
• Lead process teams and drive measurable continuous improvement.
• Analyze operational data trends using strong analytical skills.
• Collaborate with client leadership and present findings effectively.

Job Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent professional experience.
• 5-7 years of experience in IT Service Management with at least 2 years managing ITSM processes or process teams.
• Deep working knowledge of ITIL practices across the service lifecycle.
• Experience with SLA/KPI reporting and presenting service performance to stakeholders.
• Experience administering or governing an enterprise ITSM platform like ServiceNow.
• Strong analytical skills for trend analysis of operational data.
• Advanced English proficiency, written and spoken.
• Excellent verbal and written communication skills in English.

Nice to Have

• ITIL 4 Managing Professional or equivalent advanced ITIL certification.
• Experience in a managed services or outsourced IT delivery environment supporting enterprise clients.
• Experience operating ITSM governance across a multi-country or multi-region environment.
• Familiarity with ServiceNow reporting and Performance Analytics.
• Trilingual in English, Spanish, and Portuguese.

Position Type and Expected Hours of Work

• Full-time consulting position.
• Up to 40 hours per week with flexible core hours.
• Fully remote.