Digital Service Office Manager

About the role

AES is looking for a Digital Service Office Manager to act as the front end of its Global Digital Teams' service delivery. The role orchestrates and manages the Request, Incident, Problem and Change Management services, including the service providers involved, so that end-to-end IT services are delivered efficiently within SLAs. It is accountable for day-to-day service operations and performance.

Key responsibilities

• Oversee and control the Request, Incident, Problem and Change Management services so they run efficiently.
• Ensure Service Desk Operational Level Agreements and related contracts fit the agreed service level targets.
• Detect and consolidate events from monitoring and management tools, correlate them to understand their impact on business services, and act as escalation point for major incidents and problems when SLAs are not met.
• Define the service measurement framework and identify service improvement opportunities.
• Promote continual improvement by managing a tool interface that routes support tickets, monitoring information, change requests and other data between client and vendor tools, and supporting the adoption of standardised process automation tools.
• Prepare service readiness and risk mitigation plans and operational documentation before introducing a new service.
• Advise the technology and operations teams on IT supplier relationship management and help resolve disputes with IT suppliers.

Required profile

• 5+ years of experience in IT Service Management and Operations.
• 5+ years of management experience.
• Proven leadership and management skills.
• Experience leading cross-functional teams and managing relationships with business customers.
• Advanced command of English.

Required skills

• Strong knowledge of the in-scope IT service management processes and experience improving them.
• ITIL v4 Managing Professional (MP) or Strategic Leader (SL), or ITIL v3 Expert, preferably with formal certification.