IT Service Manager

Trident Trust Co-posted 1 day ago
Full-time • Manager
Cleveland, OH
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Trident Trust is a leading independent provider of corporate, trust and fund services to the financial services sector worldwide, employing over 1,100 staff across a global footprint that spans Africa, the Americas, Asia, the Caribbean, Europe and the Middle East. Client focused and service oriented, we only employ individuals who are professionally minded, committed and able to demonstrate good interpersonal skills. We are seeking an experienced IT Service Manager to join our team in Panama. The IT Service Manager will provide day-to-day support and oversight for a Team of IT Support Assistants, DevOps Data Analysts and Application Support Analysts who provided support to all users in the region. The role ensures reliable IT service delivery (aligned to ITIL), strong ticket lifecycle management in Freshservice, robust problem management, change management and asset control as well as the maintenance and reporting of key metrics to relevant stakeholders.

  • Own daytoday service desk performance: queue health, SLA attainment, backlog prevention, major incident response, problem management and change management.
  • Develop and maintain procedures, guides and other documentation as part of a high-quality knowledge base.
  • Oversee and assist with asset management, including hardware, software and license procurement, assignment and disposal as required.
  • Assist with the recruitment, onboarding, coaching, training and development of a team of IT Service Desk staff and DevOps Data Analysts.
  • Collaborate with a cross-functional team to prioritize, plan and schedule DevOps work.
  • Coordinate with regional/global IT teams to ensure consistent standards and effective escalations.
  • Maintain and test IT Service Continuity (DR/BCP) runbooks for missioncritical services; ensure recovery time objectives (RTO/RPO) are met.
  • Oversee capacity and performance management to anticipate demand and prevent degradation.
  • Support internal/external audits, evidence collection, and remediation plans
  • Coordinate with regional and global teams, as well as third party service providers to ensure effective service and DevOps delivery.
  • Define and report KPIs; present service health to senior stakeholders with clear narratives and action plans.
  • University graduate with a degree in a relevant field, suitable experience and recognized IT certifications.
  • Must be fluent in English.
  • 5+ years in IT operations/service desk roles, including 3+ years managing multisite teams.
  • Clear communication (written and verbal), stakeholder management, coaching, prioritization, and a continuousimprovement mindset.
  • Experience leading or working with a DevOps team is an advantage.
  • Prior work in regulated financial services environments is an advantage.
  • An attractive compensation package will be based upon the successful candidate’s relevant experience and overall suitability of the position.
  • The successful candidate will benefit from an excellent career growth opportunity working with a multi-jurisdictional player in the financial services sector.
  • Trident offers employees the opportunity to enhance their technical knowledge and experience through both on-the-job and formal training programs.
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