Manager of Technology

The Manager of Technology will be responsible for regional operations and the continuous improvement of IT Service Management Processes using ServiceNow. This role requires collaboration with leaders on accountability, ownership, and providing feedback loops. The ideal candidate will possess strong leadership skills, a deep understanding of ITSM frameworks, and a commitment to operational excellence, customer experience, employee development, and service resiliency.

Requirements

• Lead, mentor, and develop a team of level 1.5 support technicians
• Monitor and evaluate the performance of the managed service provider
• Collaborate with the managed service provider to implement process improvements and address any service issues
• Ensure continuous improvements to ITSM processes, regional operations and projects
• Track, analyze, and report on service desk metrics and KPIs using ITSM tools such as ServiceNow
• Communicate effectively with internal stakeholders to align IT support services with business needs
• Evaluate and enhance service desk processes, tailoring global best practices to fit local needs
• Manage and drive priorities, projects, schedules, resources, issues, and risks effectively

Benefits

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A collaborative and inclusive work environment
• The chance to make a significant impact on IT service delivery across the region