At Eskape IT Services we are looking for a dynamic and experienced IT Service Manager to join the out 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.

- At the outset, they gather specifications for the client's technological environment and validate coverage, inventory, and technical skills.

- For high-volume services (>1,000 requests/month), a team of managers led by a Project Manager participates during the transition.

- The Service Manager understands the client's business to adjust service capacity, manage demands, and user profiles.

- Evaluates and validates contracted coverage, work centers, schedules, calendars, and technological resources.

- Coordinates with internal departments and external providers to escalate requests and manage SLAs.

- Designs and deploys the service implementation plan, assessing risks and phases according to the type of transition.

- Defines communication mechanisms with the client and helps set up or update the service catalog, prioritizing critical services.

- Maintains support tools, trains the team, and monitors support quality and SLA compliance.

- Regularly informs the customer about service activity, recurring requests, and improvement proposals.

- Manages Level 2 requests and non-standard changes, striving to simplify them for the Level 1 team.

- Identifies and notifies of additional volumes or extra services to adjust billing and expand services if necessary.

- Detects and resolves causes of poor quality in service delivery, promoting continuous improvement.

- Works under the direction of the company's operations department and participates in service development meetings. 

Qualifications

• Educational Background: University degree or vocational training with extensive experience in Computer Science, Information Technology, or a related field.
• Customer needs management: previous experience identifying, setting up and implementing new customer needs.
• Data: Experience and knowledge about Data Science or Data Architecture.
• Technical Stack: Basic knowledge of operating system administration, databases, networks, telecommunications L, Cloud, AWS or azure, Active directory, etc..
• Reporting creation: experience creating and sharing clear and simple reports and documentation.
• Good English level.
• Strong analytical and problem-solving skills.
• Communication skills: Excellent communication and collaboration skills.
• Outsourced service: experience managing outsourced services, based in KPIs tracking and achivement.