Sr. Technical Service Manager

Stefanini Group•St. Louis, MO

1d•Onsite

About The Position

Stefanini is seeking a dynamic and experienced Sr. Technical Service Manager to join its Infrastructure TSMO services organization. The role serves as the single point of contact for an account, ensuring operational readiness and governance oversight. The manager leads service delivery, strengthens customer relationships, improves processes, and supports productive team execution.

Requirements

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

Responsibilities

Lead initiatives to mature internal processes and organize work into logical functions that support agile, efficient team delivery.
Manage customer expectations and establish clear accountabilities to support alignment and satisfaction.
Communicate delivery commitments and prioritize work to maximize value for the customer and organization.
Communicate effectively with senior customer stakeholders, project delivery teams, internal teams, and third-party vendors.
Identify and address bottlenecks while balancing security and business needs against constraints.
Define and maintain governance frameworks, including reporting, monitoring, escalation, and control mechanisms.
Maintain progress reporting, including program metrics, risk matrices, timelines, team performance, and project status.
Develop and implement customer-specific policies and processes, ensuring adherence and compliance.
Champion continuous service improvement, automation, and innovation.
Consolidate the account roadmap and integrate achievements into governance practices.
Remove impediments and protect teams from external disruptions.
Oversee issue tracking and action planning, ensuring accountability and timely resolution.