Project Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Responsible for service delivery.

• Accountable for managing IT service provision: oversee daily operations, ensure services are delivered according to agreed SLAs, and manage any issues or incidents that may arise.

• Ensure compliance with all ITSM processes (such as knowledge management and incident, problem, and change management).

• Participate in IT budget management, contract negotiations with suppliers, and adherence to IT policies and regulations.

• Daily activities may vary as support is provided to team members when necessary.

• Service roadmap and lifecycle management: oversee the service lifecycle from requirements gathering through development to deployment and maintenance, ensuring performance, availability, and security/compliance standards are met.

• Performance monitoring and reporting: Monitor and report on the performance of services and applications, oversee problem resolution, ensure compliance with SLAs and KPIs. Prepare monthly performance reports and presentations for leadership.

• Budget: Own and maintain the budget for application maintenance and related roadmap/investments.

• IT service continuity: Ensure that plans for IT service continuity (e.g., disaster recovery) are defined, maintained, and tested.

• Security and compliance: Ensure the service plans and roadmap also adhere to security standards, including patches, etc.

• Training: Provide training and support to end-users and ensure support teams have the necessary knowledge and skills.

• Knowledge management: Ensure adequate documentation (e.g., manuals) and enforce the retention of knowledge artifacts.

• Onboarding and retention: Oversee onboarding (e.g., users, suppliers) and ensure they possess the required level of knowledge; manage the transition and retention of suppliers.

• Continuous improvement: Promote ongoing improvement and innovation, including leveraging supplier contractual obligations. Review service performance data to identify process improvement opportunities, participate in problem management meetings to identify root causes of recurring incidents.

• Customer relationship and satisfaction: Monitor customer satisfaction and address any issues or concerns promptly.

• Cross-functional collaboration: Collaborate with traditional and product teams to escalate and resolve critical issues and act as a bridge for any application-related discussions (e.g., regarding new requirements, encountered issues, interdependencies, etc.).

• Vendor management: Manage relationships with suppliers and service providers related to the operational aspects of their delivery. Engage with group vendors.

• Management for contract adjustments and escalations.

⛳️ Requirements

• Proficient in English (C1).

• Previous experience in service management - 3+ years. What we are truly seeking is proven experience in Service Management.

• Strong understanding of IT service management principles and frameworks (ITSM).

• Experience with SAP systems: a significant advantage, but not mandatory.

• Knowledge of the ITIL methodology (certification is a plus, but not required).

• Proven experience in stakeholder management, complex service management, and improvement.

• Customer-centric mindset.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• A collaborative and inclusive work environment.

• Health and wellness programs.