Incident Manager

We are currently seeking a Account Service Specialist to join our team in Guadalajara

The IT Service Manager will need to provide the leadership of the ITIL Service Management capability for Service Design, Introduction and Transition.

Champion the ITIL control processes for Problem, Change, Release, Configuration Management, delivering successful outcomes that enables them to achieve its corporate and operational objectives, ensuring IT governance and controls are effective.

**Skill/ Experience**
- A strong background leading an ITIL Service Management capability with minimum of 5+ Service Management experience
- Implementation of end-to-end ITIL Service Management framework
- An In-depth understanding of Service Design & Transition, Major Incident Management, Problem, Change & Release Management, Disaster Recovery & Continuous Service Improvement Management
- Background from ITIL Service Management
- ServiceNow
- Excellent communication skills - collaborative approach.
- Excellent negotiation and relationship management skills. Ability to establish strong working relationships with business and other stakeholders
- Excellent understanding of project & service management delivery methodology, frameworks, and best practice
- Passionate about continuous service improvement and delivering results

**Key Responsibilities**
- Rollout and the overall management of end-to-end ITIL Service Management best practice policies, processes, and procedures to enhance the control and maturity of IT Service Delivery
- Responsible for the overall transition of new or changed services into BAU
- Design, deliver and manage the Service Introduction, Design & Transition processes, and the overall governance, ensuring these are communicated and followed throughout the IT function and the business.
- Lead Service Reviews with business stakeholder and key suppliers
- Create & manage the service delivery service improvement plan, managing priorities, risks, and issues to deliver the target operating model within the agreed timeline working with the Head of Service Delivery
- Design and support the Problem Management processes by ensuring that the root cause analysis is conducted, delivering actions to conclusion in a priority and time drive approach, incl. risk management and development of KPI's
- Ensure Service Management processes are fit for purpose, ensuring efficient and effective driven approach and continues service improvement in IT service delivery
- Design and deliver disaster recovery processes, documentation and manage DR plan, including DR tests to meet business requirements and IT obligations in managing follow up actions and improvements
- Responsible for ITIL Service Management toolset to ensure ROI and drive continuous improvements through automation and analytics
- Ensure that CAB is effective and efficient
- Ensure fit for purpose Release Management processes and procedures, liaising with all stakeholders in timely communications and the management of risks and issues
- Ensure appropriate risks and issues are escalated in swift manner to Head of Service Delivery
- Adhere to Company Risk Management policy and procedures, including reporting of incidents or breaches.

**Requirements**:

- **Bachelor´s degree**:

- Availability to work hybrid
- ADVANCED English level
- ITIL Service Management V3 Expert -Essential

**Education**:

- Bachelor's (required)

**Experience**:

- incident management: 3 years (required)
- ITIL: 5 years (preferred)
- ServiceNow or Remedy: 5 years (preferred)

**Language**:

- English (ADVANCED level) (required)

Work Location: Hybrid remote in 44530, Guadalajara, Jalisco