Technical Service Management Manager
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Job Location:
Monthly Salary:
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description
Part of Stefaninis Infrastructure Services (INFRA) Division the Technical Services Management Office (TSMO) tower continues to grow and we are looking for an experienced TSM Manager to join our CustomerEngagement team.
Job responsibilities:
Leadership & Management
- Lead and oversee the Technical Service Management team within the designated region which includes Junior TSMs TSM I TSM II and Senior TSMs.
- Foster individual growth and development among TSM team members through mentorship constructive feedback and tailored development plans.
- Facilitate cross-functional collaboration to enhance customer success and satisfaction by implementing structured service delivery processes.
- Monitor and evaluate the outputs of the Technical Service Management Operations (TSMO) division to ensure alignment with customer engagement and operational objectives.
Strategic Growth & Portfolio Management
- Drive the growth of the account portfolio by expanding revenue streams and diversifying service offerings.
- Partner with professional services teams to create innovative service solutions that meet customer needs and leverage emerging technologies such as AI and automation.
- Enhance the account performance maturity and customer satisfaction through targeted strategies and on the assigned portfolio.
Onboarding & Development
- Continuously refine the TSM onboarding process to maximize its effectiveness and efficiency.
- Develop and implement apprenticeship programs that utilize Senior TSMs in a train-the-trainer capacity.
- Provide clear direction and set measurable goals for TSMs at all levels ensuring alignment with team objectives and success criteria.
Governance & Process Improvement
- Spearhead the maturity journey of internal processes by organizing work into logical segments to ensure efficient delivery.
- Manage program-level issues and risks through consistent reporting monitoring and governance frameworks.
- Create and update policies Standard Operating Procedures (SOPs) and governance structures to align with customer requirements.
Customer Management
- Engage in high-level communications with senior customers as needed ensuring service delivery aligns with their expectations.
- Establish and implement performance objectives for regional customer engagement alongside an effective operating model.
- Serve as a liaison between internal teams and customer stakeholders to ensure the successful delivery of programs.
Key requirements:
- Mandatory: 7 years experience in People Management (including managing managers role) and 5 years in IT Service Management.
- Familiar with Microsoft Cloud Technologies (Ex: O365 Azure).
- Understanding of IT infrastructure components & business critical aspects: Networking Servers Security Domains Virtualization.
- Fluent in-Service Management core processes: Change Problem Incident CI Request Knowledge
- Soft skills: Strong communication; Problem solving; Analysis; Creativity / Innovation; Customer sensitivity: Technical writing skills; Liaison skills.
- Organizational sensitivity: understands the formal structure of Stefanini its culture and business/technology environment its brand and people values aligns actions and behavior with the company needs and priorities.
- Results orientation focuses on the delivery of targets quality and deadlines.
- English proficiency and business communication acumen.
- ITIL V4 Foundation Certified.
Whats next:
Its best to apply today because job postings can be taken down and we wouldnt want you to miss this case you need further information just send us a message at and well be happy to assist!
The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
Diversity & Inclusion
Here at the Stefanini Group we value plurality and equity regardless of race sexual orientation disability age ancestry religion gender and nationality. We understand and encourage the importance of being you!
About us
We are the Stefanini group a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.
We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.
Here we like to say that technology is not the end but the means: what really matters are the people who drive it all.
Our mindset is AI First meaning we invest in cutting-edge technology in everything we do focusing on results for our clients.
We are a company A GROUP that breathes collaboration and offers a dynamic environment where you will learn by doing grow alongside the team and have space to contribute with ideas and projects.
More than just talking about digital transformation we believe in real transformation that starts with people and impacts real businesses.
If you are looking for a place to develop innovate and be part of something bigger the Stefanini Group is your place.
We want to inform you that there are currently scams targeting job seekers by falsely using our companys name Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.
Please remember that legitimate job offers from Stefanini will always come through official channels including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information please disregard them.
If you suspect youve been targeted please contact us immediately at for verification.
Key Points to Remember:
* Legitimate job offers only follow interviews conducted with our hiring managers or clients.
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