Technical Services Manager

Stefanini is currently looking for a Tech Integration Lead to be part of our Modern Enterprise / Technology Services organization.

Tech Integration Lead role ensures operational stability and service resilience by embedding IT Service Management (ITSM) practices across infrastructure services. The Tech Integration Lead will drive cross-functional alignment to eliminate repetitive issues enforce governance strengthen collaboration across infrastructure towers and deliver continuous service improvement.

• Incident & Problem Management: Partner with infrastructure towers to stabilize services eliminate root causes and prevent repetitive failures.
• Change & Release Governance: Align with delivery/operations to reduce failed changes and enforce risk-based controls.
• Operational Efficiency & Demand Traceability: Improve team execution and collaboration by enhancing technical efficiency ensuring end-to-end traceability and generating measurable improvements.
• Cross-Tower Alignment: Drive consistent delivery across infrastructure domains (Network HCI DWP MEM ITAM TSMO TPMO) to reduce operational risk and ensure standardized execution.
• Program-level ITSM Engagement: Work with ITSM specialists and enterprise delivery functions at the program level to embed governance align with enterprise standards and ensure delivery supports strategic outcomes.
• TSMO Deliverables & Compliance: Generate and maintain RUN deliverables ensuring adherence to compliance standards.
• Maturity Assessments: Contribute to ITSM maturity evaluations and drive initiatives to elevate organizational capability.
• Crisis Management & Business Continuity (DR): Engage in crisis management activities coordinate disaster recovery and ensure operational resilience.
• Ad-hoc Consultancy: Provide expertise in subject matter on delivery and improvement opportunities.
• Improvement Planning: Collaborate with delivery functions on taskforce-level initiatives to strengthen long-term service quality.

Professional Skills and Required Qualifications

• 7 years of professional IT experience including service management integration and/or governance roles.
• Demonstrated success leading service delivery operations or cross-functional technical teams in complex enterprise environments.
• Strong knowledge and practical experience with ITSM frameworks (ITIL SIAM COBIT).
• Experience aligning infrastructure services to enterprise governance models and compliance requirements.
• Proven ability to improve operational stability enforce change/release governance and manage incident/problem processes.
• Experience coordinating across multiple infrastructure domains - including Digital Workplace Platforms & Unified Communications Modern Endpoint Management IT Asset Management Hybrid Cloud & Infrastructure Network Management and Cyber Security - ensuring unified execution reduced operational risk and consistent service to act calmly and competently in high-pressure high-stakes situations.
• Excellent written and verbal communication skills with the ability to influence and align diverse stakeholder groups.
• High level of personal integrity sound judgment and maturity when handling sensitive matters.
• Strong analytical problem-solving and prioritization skills with a structured approach to issue resolution.
• Demonstrated ability to support continuous service improvement and contribute to long-term service maturity roadmaps.
• Certifications highly desirable: ITIL v4 SIAM Foundation/Professional COBIT 2019 ISO/IEC 20000 or similar Service Management qualifications.
• Additional certifications in Project Management / Agile / Prince2 / PMP are a plus.
• Proficiency with Microsoft tools (Excel PowerPoint Visio Project).

Technical Competencies

• Experience with designing implementing and running / monitoring ITIL core processes like incident request fulfillment change management and problem management (investigation and remediation).
• Experience in aligning customers organization with Evergreen Processes (Microsoft Roadmap) specific to Microsoft Endpoint Mgmt. & O365 Technologies.
• ITSM & Governance: Incident Problem Change Release and Service Continuity processes; service maturity models.
• Infrastructure Integration: Understanding of enterprise IT towers (network cloud modern workplace endpoint management ITAM TSMO).
• Risk & Compliance: Knowledge of ISO/IEC 20000 ISO/IEC 27001 and related regulatory frameworks.
• Monitoring & Reporting: Experience with operational metrics dashboards and governance reporting.
• Automation & Tooling: Familiarity with ITSM platforms (ServiceNow Remedy or equivalent) automation frameworks and monitoring tools.
• Business Continuity: Knowledge of DR planning execution and resilience testing.
• Operating Systems: General understanding of Windows and Linux operating environments their administration and common system management tasks.
• Virtualization & Infrastructure: Familiarity with virtualization technologies (VMWare Citrix) and infrastructure tools (NetApp for storage Rubrik and Azure File Sync for backup management).
• Networking: Basic knowledge of network architecture and key devices (Cisco and Fortinet products such as routers switches firewalls proxies DNS).
• Networking: Understanding of network security principles and load balancing.
• Security Services: General understanding of security tools such as SIEM (Splunk) EDR (Crowdstrike) AV and firewall technologies.
• Security Services: Familiarity with Identity and Access Management (IAM) solutions in both infrastructure and security contexts (e.g. Active Directory Archer GRC).
• Cloud & Hybrid Infrastructure: Knowledge of hybrid cloud solutions (Azure) including cloud monitoring storage backup and migration planning.