Service Manager – DataOps MDG

Role Overview

• Manage day-to-day IT operational services, ensuring stability, availability, and performance of critical systems and infrastructure.
• Monitor operational KPIs, SLAs, OLAs, and service quality metrics.
• Coordinate incident, problem, change, and service request management processes.
• Lead operational governance meetings and service review sessions.
• Ensure operational compliance with internal standards and IT governance frameworks.
• Lead process mapping initiatives for IT operations and service management workflows.
• Analyze current-state processes and design optimized future-state operational models.
• Identify process gaps, inefficiencies, bottlenecks, and operational risks.
• Document end-to-end workflows, SOPs, RACI matrices, and operational procedures.
• Standardize operational routines and governance practices across teams.
• Identify recurring operational issues and implement corrective and preventive actions.
• Coordinate root cause analysis (RCA) and continuous service improvement plans.
• Support transition from project delivery into stable operational support models.
• Ensure operational readiness for new services, applications, and infrastructure deployments.
• Identify automation opportunities across operational and service management processes.
• Partner with infrastructure, cloud, DevOps, and engineering teams to implement automation solutions.
• Improve operational efficiency through workflow automation, monitoring enhancements, and self-service capabilities.
• Promote a culture of continuous improvement and operational excellence.
• Support implementation and optimization of ITSM and monitoring tools.
• Establish and maintain strong operational routines with key business and IT stakeholders.
• Act as the primary point of contact for operational service discussions and escalations.
• Facilitate recurring governance meetings, status reviews, and executive reporting.
• Ensure clear communication of operational performance, risks, and improvement initiatives.
• Build collaborative relationships across technical and business teams.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field.
• 5+ years of experience in IT operations, service management, or infrastructure operations roles.
• Proven experience with:
• Process mapping and operational process design
• IT service stabilization initiatives
• Operational governance and stakeholder management
• Automation and continuous improvement projects
• Strong understanding of ITIL processes and service management principles.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, or similar tools.
• Experience coordinating cross-functional technical teams.
• Preferred qualifications:
• ITIL Foundation or ITIL Intermediate certification.
• Lean, Six Sigma, or other process improvement certification.
• Experience in cloud operations, infrastructure environments, or enterprise application support.
• Knowledge of automation technologies and scripting concepts.
• Experience with monitoring and observability tools.

Tech Stack

• Cloud
• ITSM
• ServiceNow

Benefits

• 5 days of scheduled leave
• Partnership with Movida (car rental)
• Employee referral program