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.
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
