Sr. Technical Service Manager

Stefanini is seeking a dynamic and experienced Sr. Technical Service Manager to join our Infrastructure TSMO services organization. In this pivotal role, you will be the single point of contact for one of our accounts, ensuring operational readiness and oversight governance. Your leadership will be instrumental in driving excellence and fostering strong relationships with our customers.

Key Responsibilities:

• Process Maturation: Lead initiatives to enhance internal processes, breaking down work into logical functions to enable agile and efficient team delivery.
• Customer Relationship Management: Manage customer expectations and establish clear accountabilities to ensure alignment and satisfaction.
• Delivery Commitment Clarity: Communicate delivery commitments effectively, prioritizing tasks to maximize value for the customer and the organization.
• Stakeholder Engagement: Maintain effective communication with senior-level customer stakeholders, project delivery teams, internal teams, and third-party vendors.
• Bottleneck Resolution: Proactively identify and address bottlenecks, balancing security and business needs against constraints.
• Governance Oversight: Define and maintain robust governance frameworks, including reporting, monitoring, escalation, and control mechanisms.
• Progress Reporting: Maintain comprehensive progress reports, including program metrics, risk matrices, and timelines, to communicate team performance and project status.
• Policy and Process Management: Develop and implement policies and processes tailored to customer needs, ensuring adherence and compliance.
• Continuous Improvement: Champion a framework for continuous service improvement, automation and innovation. Consolidated the account roadmap and integrates achievements into governance practices.
• Team Shielding: Remove impediments for teams and protect them from external disruptions to foster a productive environment.
• Issue Tracking and Resolution: Oversee issue tracking and action planning, ensuring accountability and timely resolution.

Qualifications:

• Experience: 10+ years of professional IT experience, with at least 6 years in technical service management, managing multi-disciplinary teams focused on Workplace and/or Hybrid Cloud Infrastructure platforms and services.
• ITIL Proficiency: Demonstrated experience in designing, implementing, and managing ITIL core processes (incident, request fulfillment, change management, problem management).
• Technical Acumen: Familiarity with IT infrastructure components (Active Directory, Network, Storage, Virtualization, etc.) and Digital Workplace technologies (Microsoft Endpoint Management, O365).
• Process Automation: Knowledge of IT process automation tools such as ServiceNow, HPSM, or BMC Remedy.
• Security Frameworks: Understanding information security management frameworks (ISO/IEC 27001, ITIL, COBIT) and ability to communicate IT risks to stakeholders effectively.
• Communication Skills: Exceptional written and verbal communication skills in English
• Interpersonal Skills: Strong collaborative, interpersonal, and customer service skills, with the ability to resolve escalations and manage incidents effectively.
• Analytical Skills: Excellent deductive reasoning, critical thinking, problem-solving, and prioritization abilities.
• Initiative and Integrity: High level of personal integrity, initiative, and dependability, with the ability to work independently.
• Tech Proficiency: Proficient in Microsoft Office tools, particularly Excel and PowerPoint.

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