Sr. Technical Service Manager
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 oversight governance. The manager leads process improvement, customer relationship management, delivery commitment communication, stakeholder engagement, governance, reporting, policy and process management, continuous improvement, and issue resolution. The role also consolidates the account roadmap and integrates achievements into governance practices, while removing impediments so teams can work productively.
Requirements
- 10+ years of professional IT experience.
- At least 6 years of experience in technical service management, 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 effectively 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 level of 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, breaking work into logical functions that support agile and efficient team delivery.
- Manage customer expectations and establish clear accountabilities to promote alignment and satisfaction.
- Communicate delivery commitments and prioritize tasks to maximize value for the customer and organization.
- Maintain effective communication with senior-level customer stakeholders, project delivery teams, internal teams, and third-party vendors.
- Identify and address bottlenecks, balancing security and business needs against constraints.
- Define and maintain governance frameworks, including reporting, monitoring, escalation, and control mechanisms.
- Maintain progress reports that include program metrics, risk matrices, and timelines to communicate team performance and project status.
- Develop and implement policies and processes tailored to customer needs, ensuring adherence and compliance.
- Champion continuous service improvement, automation, and innovation.
- Consolidate the account roadmap and integrate achievements into governance practices.
- Remove team impediments and protect teams from external disruptions.
- Oversee issue tracking and action planning, ensuring accountability and timely resolution.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
