Senior IT Service Manager

BGTS is looking for a seasoned Senior IT Service Manager to champion our Service Excellence transformation. We need a proactive leader to oversee critical business services, drive operational resilience, and manage complex vendor relationships. If you bring strong ITSM expertise, a background in cybersecurity, and a passion for continuous improvement, this is your opportunity to shape the future of our global technology landscape.

As a Senior IT Service Manager, you will be responsible for managing moderately complex services that are essential to business operations. You will focus on optimizing service delivery, managing escalated incidents, and ensuring alignment with Service Level Agreements (SLAs). In this pivotal role, you will also lead vendor negotiations and drive continuous service improvements to support our global infrastructure.

Location

100% remote.

Key Responsibilities

Service Delivery & Operations

• Manage the delivery of moderately complex services critical to global business functions.
• Lead efforts to improve service resilience and reduce operational downtime.
• Coordinate the resolution of routine incidents and service requests.
• Act as the primary escalation point for major incidents, ensuring rapid response and resolution.
• Conduct root cause analysis and implement preventive measures to ensure stability.
• Ensure strict adherence to incident, problem, and change management processes.

Vendor & Stakeholder Management

• Oversee vendor relationships and ensure compliance with contractual obligations.
• Lead performance reviews and negotiate improvements in service quality and cost efficiency.
• Develop data-driven reports for executive stakeholders to demonstrate service value.
• Mentor junior IT Service Managers on operational best practices.

Compliance & Improvement

• Lead continuous improvement initiatives for services under your purview.
• Manage medium-scale service transition projects.
• Maintain detailed service documentation and logs.
• Ensure compliance with global IT policies, regulations, and security standards.
• Lead audit and regulatory compliance efforts across teams.

Qualifications

Education & Experience

• Education: Bachelor’s degree in IT, Business, or a related field.
• Experience: 8+ years in IT service management, specifically within complex, multi-service environments.
• Certifications: ITIL certification preferred. Security certifications such as CISSP, CISM, or CISA are highly valued.

Technical Skills & Knowledge

• Strong knowledge of ITSM, service integration, and vendor management.
• Cybersecurity Expertise: Experience with SIEM, EDR, vulnerability scanners, and incident response tools is essential.
• Cloud & DevOps: Familiarity with cloud services (AWS, Azure) and DevSecOps practices.
• Skilled in implementing IT policy frameworks and controls attestation.

Soft Skills

• Skilled at coordinating external providers and driving improvements.
• Excellent communicator with strong stakeholder engagement and problem-solving abilities.