ITSM Manager

The IT Service Management (ITSM) Manager is responsible for the ownership execution and continuous improvement of core ITSM processes including Incident Management Problem Management Change Management and Knowledge Management delivered through ServiceNow. This role ensures service stability operational discipline and a consistent customer experience across the enterprise.

In addition the ITSM Manager is accountable for Customer Satisfaction (CSAT) performance and Continuous Improvement Management using ServiceNow capabilities driving data-driven insights and measurable service improvements. The role oversees 24x7 critical incident management through a third-party vendor ensuring effective coordination governance and executivelevel communications during high impact events.

KEY RESPONSABILITIES:

• Own and lead enterprise ITSM processes including Incident Problem Change and Knowledge Management ensuring consistent execution governance and alignment with ITIL best practices.
• Serve as the process owner for ServiceNow ITSM partnering with platform teams to define requirements optimize workflows and ensure tools effectively support operational outcomes.
• Oversee 24x7 critical incident management delivered by a third-party vendor ensuring clear escalation paths defined SLAs effective communications and postincident followthrough.
• Act as the primary escalation and coordination lead for major incidents ensuring timely resolution executive communications and minimal business disruption.
• Lead Problem Management practices to drive root cause analysis trend identification and longterm service stability improvements.
• Enhance and maintain Change Management governance ensuring riskbased decisionmaking stakeholder alignment and protection of production environments.
• Own Knowledge Management strategy and execution ensuring highquality actionable knowledge content that improves resolution times and selfservice adoption.
• Drive Customer Satisfaction (CSAT) performance leveraging ServiceNow data to identify drivers of dissatisfaction and implement targeted improvements.
• Lead Continuous Improvement Management using ServiceNow translating operational data and feedback into prioritized measurable improvement initiatives.
• Define monitor and report on ITSM KPIs and service health metrics providing actionable insights to IT and business leadership.
• Partner with infrastructure application security and service delivery teams to ensure ITSM processes are embedded into daytoday operations.
• Ensure ITSM practices support audit compliance and risk management requirements.

YOU MUST HAVE:

• 3-5 years of handson experience with ServiceNow ITSM including process configuration reporting and workflow optimization.
• Demonstrated experience managing ITSM processes in a midtolarge enterprise environment.
• Experience working in 24x7 operational environments.
• Proven experience overseeing major incident management including coordination with thirdparty vendors or managed service providers.
• Solid understanding of ITIL principles and service management best practices.
• Strong analytical communication and stakeholder management skills.
• Fluent in English
• Willingness to travel

WE VALUE:

• ITIL certification (Foundation or higher).
• Experience implementing or maturing CSAT and Continuous Improvement programs within ServiceNow.
• Background in service performance analytics and executivelevel reporting.

LEADERSHIP COMPETENCES:

• Strong operational ownership and decisionmaking under pressure
• Customercentric mindset with a focus on service outcomes
• Ability to drive process discipline while enabling agility
• Clear confident communicator across technical and nontechnical audiences

WHATS IN IT FOR YOU

• Benefits that go beyond Mexican labor law ensuring your well-being and peace of mind.
• A collaborative and inclusive work environment where your contributions are valued.
• Opportunities for continuous professional growth and skill development through training mentoring and challenging projects.
• Access to cutting-edge tools resources and a supportive team to help you excel.
• The chance to work with a global innovative company shaping the future in its industry.

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