Senior Service Manager

Job Description

We are seeking a Senior Service Manager to lead and standardize Application Maintenance and Support Services across multiple industries and technology landscapes. The ideal candidate will drive service excellence, process standardization, and business growth by proactively identifying opportunities to expand service offerings (farming).

This role requires impeccable service governance, exceptional communication skills, and the ability to engage with demanding enterprise clients. You will be a key driver in ensuring high-quality delivery while also contributing to business expansion through collaboration with upper management and sales teams.

Key Responsibilities:

Service Delivery & Operational Excellence

• Oversee Support and Enhancement Application Services (AMS), ensuring reliability, scalability, and service efficiency.
• Drive incident, problem, and change management, ensuring rapid resolution and root cause analysis.
• Leverage AI-driven solutions to improve automation, predictive maintenance, and overall service efficiency.
  
  

Performance Monitoring & Reporting

• Utilize ServiceNow (SNOW), JIRA or other ITSM tools for service tracking, incident management, and reporting.
• Monitor service performance, SLAs, and financial metrics, and generate actionable insights.
• Provide executive-level reports and dashboards using Power BI (nice to have) and MS Office Suite (PowerPoint, Excel, Word).
  
  

Service Governance & Continuous Improvement (CSI)

• Implement Continuous Service Improvement (CSI) strategies to enhance efficiency, service reliability, and client satisfaction.
• Ensure high service quality and compliance with SLAs/KPIs across diverse technology platforms and client environments.
• Monitor Client Satisfaction (CSI) scores, gather feedback, and implement corrective action plans in collaboration with Team Leads and Technical Leads.
• Establish and enforce standardized service management methodologies to drive operational excellence.
• Help to develop strategies to expand service offerings across delivery models and geographic regions.
• Maintain strong client relationships, acting as a trusted advisor to stakeholders and C-level executives.
  
  

Leadership & Communication

• Serve as a key liaison between clients, service teams, and leadership, ensuring smooth communication and alignment.
• Lead service reviews, financial performance discussions, and strategic planning sessions with upper management.
• Maintain impeccable documentation, presentations, and reports to facilitate data-driven decision-making.
  
  

Financial Performance Tracking & Business Optimization

• Track and analyse financial performance of services, ensuring cost-effectiveness and profitability.
• Identify cost inefficiencies, revenue leakages, and operational issues, and implement corrective actions.
• Work closely with upper management and sales teams to optimize service financial performance and align pricing models.
• Proactively identify areas for service expansion (farming) and upselling opportunities to drive additional revenue.
• Proactive Business Growth & Cross-Selling.
  
  

Job Requirements

Key Skills & Experience:

• 10+ years in IT Service Management, with a strong background in Application Maintenance & Support.
• Adaptable in a fast-paced, ever-changing environment with the proficiency to manage multiple services concurrently.
• Experience managing services for highly demanding enterprise clients across multiple industries.
• Strong knowledge of ITIL, Agile, and Service Management best practices.
• Excellent problem-solving and decision-making skills for identifying financial and service inefficiencies.
• Experience with ServiceNow (SNOW), JIRA or other ITSM for service tracking and automation.
• Proven expertise in financial performance tracking, cost optimization, and profitability analysis.
• Flawless English proficiency-both written and spoken.
• Advanced MS Office skills (PowerPoint, Excel, Word) for financial and service reporting.
• Nice to have: Experience with Power BI (or similar Reporting Tools) for financial and service performance visualization.
• AI Enthusiast: Interest in AI-driven automation and service improvement.
  
  

Mandatory

• ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL).
• ITIL 4 Foundation.
• COBIT Foundation or COBIT Design & Implementation.
  
  

Preferred (but Not Required)

• Scrum Master Certification (CSM, PSM I/II).
• ServiceNow Certified IT Service Management (CIS-ITSM).
  
  

What's next:

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at [email protected] and we'll be happy to assist!

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About Us

We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn , Facebook and Instagram where we regularly post insights from our colleagues.

We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.

Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.

If you suspect you've been targeted, please contact us immediately at [email protected] for verification.

Key Points to Remember:

• Legitimate job offers only follow interviews conducted with our hiring managers or clients.
• We will never ask for payment at any stage of the recruitment process.
  
  

Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.