Service Manager

Description

Job Summary: We are seeking a Service Manager to lead the IT service lifecycle—from design through operations—ensuring quality and customer satisfaction. Key Highlights: 1. Comprehensively lead the IT service lifecycle. 2. Serve as the strategic liaison between the company and its customers. 3. Drive continuous improvement in processes and services. We are a leading IT company with over 30 years of experience delivering outsourcing services in Chile. We are currently looking for a Service Manager with proven knowledge and experience in IT service management and at least three years of professional experience in a similar role. This professional must be skilled in gathering requirements, evaluating options, and identifying optimal methodological alternatives for implementing IT projects. They must also develop final SLA proposals aligned with the IT requirements presented by our customers. **Purpose of the Role** The Service Manager will serve as the strategic liaison between the company and its customers, comprehensively leading the IT service lifecycle—from requirements gathering and solution design to implementation and ongoing operations—ensuring high standards of quality and satisfaction. **What You Will Do** * Serve as the primary point of contact with customers, understanding their needs and delivering value. * Define and manage SLAs, ensuring compliance and service excellence. * Oversee operations, productivity, and KPIs, maintaining control over tickets and OTs. * Lead technical teams and manage end-to-end IT projects. * Develop talent, fostering growth and high performance. * Drive continuous improvement in processes and services. * Support the commercial team with technical insights during strategic meetings. **Requirements** * Bachelor’s degree in Computer Engineering, Civil Engineering, or a related field. * \+3 years of experience in IT service management and team leadership. * ITIL certification is desirable. * Class B driver’s license and availability for travel within Chile. * Strong analytical capabilities, experience managing KPIs, and technical requirements gathering. **We Value** Customer orientation, effective leadership, strategic thinking, and results focus. If you want to play a key role in IT service transformation and operations, apply now or share this opportunity