Description
Job Summary:
Strategically leads technical teams, manages customer relationships and the application portfolio, and continuously improves ITIL processes.
Key Highlights:
1. Strategic leadership of technical teams and talent management.
2. Customer relationship management and application governance.
3. Definition and continuous improvement of ITIL processes.
**Requirements**
* Lead the technical teams across the three towers both operationally and strategically, ensuring high performance, goal alignment, and talent development.
* Manage customer relationships: SLAs, critical escalations, service committees, and joint roadmaps.
* Govern the portfolio of legacy and customized applications: evolutionary maintenance, change control, and sustainment.
* Define and continuously improve ITIL processes across the towers: incident, problem, change, and capacity management.
* Lead multi\-vendor operational integration: contractual alignment and coordination of dependencies.
* Ensure controlled transitions between transformation initiatives and stable operations.
* Act as owner for critical escalations: P1 incidents, RCAs, and preventive/corrective actions.
* Represent operations in governance committees, audits, and client decision-making forums.
* Guide and mentor senior/expert roles within the operational team of each tower.
* Supervise KPIs, performance metrics, and continuous improvement plans across all three towers.
**Required Technical Skills**
ITIL v4 – Advanced Level
SLA / OLA Management
ITSM \& Service Integration
IT Governance (COBIT)
SIAM – Multi\-vendorPMI / PMP – Projects
**Required Soft Skills**
* Cross-functional leadership of highly complex technical teams.
* Executive communication with technical and business stakeholders.
* Negotiation and conflict resolution in multi\-vendor environments.
* Decision-making under pressure and management of critical priorities.
* Mentoring and development of senior technical talent.
* Strong results, quality, and continuous improvement orientation.
* Systemic vision and end\-to\-end service orchestration.
* Adaptability in high-pressure and rapidly changing environments.
* Ability to influence without direct hierarchical authority.
Full-time
Onsite
Fusagasugá,Cundinamarca
