IT Service Manager

Company Description

At SGS, we are the world's leading testing, inspection, and certification company, setting the global benchmark for sustainability, quality, and integrity. With a network of 2,650 offices and laboratories and a dedicated team of 97.000 employees, we work together to create a better, safer, and more interconnected world.

**Job Description**:
SGS is seeking a passionate and results-driven IT Service Specialist to join our Corporate IT team. As the industry's global benchmark for quality and integrity, we're on a mission to maintain seamless IT operations and ensure the satisfaction of our internal customers. If you're a tech-savvy leader with a knack for driving IT excellence, this role is your opportunity to shine.

**Key Responsibilities**:

- Lead initiatives that align with our IT service roadmap, ensuring they meet business needs and are prioritized effectively.
- Collaborate with external IT service providers to meet Application Maintenance targets.
- Execute the IT service roadmap and actively contribute to achieving our business objectives.
- Communicate and report on Application Maintenance service delivery to both management and internal stakeholders.
- Drive excellence and continuous improvement through proactive participation in service delivery governance.
- Manage budgets for assigned services and ensure they meet required standards.
- Work with leadership to assess and enhance our overall service delivery capacity.
- Maintain accountability for delivery costs and service levels against agreed SLAs.
- Propose enhancements and changes to elevate our IT environment.
- Offer support in incident management and escalation processes.
- Collaborate with Line of Business teams to align strategies and solutions.
- Keep stakeholders informed on all aspects of service support.
- Assess the impact of new business requests and manage the formal confirmation of service acceptance criteria.

**Qualifications**:

- A Bachelor's or Master's degree in IT or Computer Science.
- Proven experience in IT Service Management, demonstrating an in-depth understanding of IT service intricacies.
- Exceptional communication skills across all organizational levels in English; proficiency in Spanish is a plus.

**Desired Skills**:

- Strong knowledge of IT Service Management processes.
- Experience in managing IT Service Providers with a customer-centric focus.
- Proficiency in ServiceNow and expertise in data analytics.
- Familiarity with IT service management frameworks like ITIL v4 and IT4IT.
- Outstanding organizational skills, with the ability to handle multiple projects concurrently.
- A keen eye for detail and diligence in process management.
- Proven experience in effective collaboration with globally distributed teams.
- Comfort working in a dynamic, high-pressure environment.
- Efficient task management and prioritization skills.
- An analytical, innovative, and determined personality with a focus on structured delivery.
- Management skills with a track record of leading successful service delivery efforts.

Additional Information
**Why SGS?**
- Global and very stable company, world leader in the TIC (Testing, Inspection and Certification) industry.
- Flexible schedule and hybrid work model.
- SGS university and Campus for continuos learning options.
- Multinational environment where you will work with colleagues from multiple continents.
- Benefits platform.