Gerente de Servicios Operativos IT

About the role

LATAMA, a leading international IT services company, is seeking an experienced Service Manager to join a confidential project on a fully remote basis. You will be responsible for overseeing end‑to‑end IT service delivery for clients in Latin America, ensuring compliance with SLAs and KPIs while maintaining high customer satisfaction.

Key responsibilities

• Manage end‑to‑end IT service delivery, ensuring SLA and KPI compliance.
• Act as the primary client contact for service performance and escalations.
• Coordinate technical teams and stakeholders to guarantee efficient delivery.
• Monitor incidents, problems, changes, and service requests.
• Lead service reviews and produce performance reports and dashboards.
• Handle escalations and critical incidents to resolution.
• Identify improvement opportunities and drive continuous improvement initiatives.
• Ensure adherence to ITIL‑based processes and operational standards.
• Maintain strong customer relationships and high satisfaction levels.

Required profile

• 4+ years of experience in IT Service Management or Service Delivery.
• Proven track record managing IT services, technical teams, and client relationships.
• Strong knowledge of ITIL principles and service management processes.
• Experience with SLA/KPI management, incident, problem, and change management.
• Advanced English proficiency (written and spoken) – mandatory.
• Experience with international clients is highly desirable.
• Ability to work independently in a remote environment.

Required skills