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Service Management Lead
Monterrey
Job No. 13204347
Full-time - Hybrid
Descripción De La Posición
DARE TO BE A PART OF THE CHALLENGE! COME AND JOIN OUR TEAM TOGETHER WE CAN MAKE THE DIFFERENCE!
Did you know that Accenture is leading the digital transformation in the World?
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Our main purpose is to collaborate with our clients, so they can become high-performance businesses. Accenture is present in more than 200 offices, 120 cities, 56 countries and approximately 743,000 employees worldwide.
Offer
- Career development according to your profile and interests.
- Work in one of the best companies and feel proud.
- Access to an innovative methodology and tools.
- Direct contact with experts worldwide.
- Use of work schemes and cutting-edge technologies.
- Constant training.
- Work environment based on teamwork and collaboration.
- Participation in International Projects
Requisitos
Key Responsibilities
- Develop, implement, and monitor SLAs to ensure that IT services meet agreed-upon performance levels.
- Oversee the resolution of IT incidents and identify underlying problems to prevent future occurrences.
- Manage changes to IT services, ensuring that they are implemented effectively and with minimal disruption to the business.
- Forecast future IT resource needs and ensure that capacity is adequate to meet demand.
- Manage relationships with external service providers and ensure that they deliver services in accordance with contractual obligations.
- Drive initiatives to improve the quality and efficiency of IT services.
- Lead and mentor a team of IT service professionals, providing guidance and support.
- Build and maintain strong relationships with key stakeholders, including business leaders and IT executives.
Required Skills and Experience
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in IT service management, with a focus on service delivery.
- Strong understanding of ITIL or other IT service management frameworks.
- Excellent communication and interpersonal skills.
- Ability to lead and motivate teams.
- Strong problem-solving and analytical skills.
- Experience with IT service management tools (e.g., ServiceNow, BMC Remedy).
- Availability to work at the client’s offices in Mexico City three times per week
Preferred Skills and Experience
- Certification in ITIL or other IT service management frameworks.
- Experience in a specific industry or domain.
- Project management experience.
Accenture does not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered by local law.
