Gerente de Servicios Operativos IT

About the role

LATAMA, a leading international IT services company, is seeking a Remote Service Manager to join a confidential project. The role focuses on end‑to‑end IT service delivery for clients in Latin America, ensuring compliance with SLAs and high customer satisfaction.

Key responsibilities

• Manage full IT service delivery lifecycle, monitoring incidents, problems, changes and service requests.
• Serve as the primary client contact for service performance, escalations and reporting.
• Coordinate technical teams and stakeholders to ensure efficient and timely delivery.
• Lead service reviews, prepare performance dashboards and drive continuous improvement.
• Handle escalations and critical incidents, ensuring swift resolution.
• Maintain adherence to ITIL‑based processes and operational standards.

Required profile

• Minimum 4 years of experience in IT Service Management or Service Delivery.
• Proven ability to manage technical teams and maintain strong customer relationships.
• Advanced English proficiency (written and spoken) – mandatory.
• Experience working with international clients is highly desirable.
• Ability to work independently in a fully remote environment.

Required skills

• ITIL framework knowledge.
• IT Service Management.
• SLA/KPI management.
• Incident, problem and change management processes.

What we offer

• Fully remote work model.
• Opportunity to work on a high‑visibility international project.
• Collaborative environment with global teams.