Manager, IT Service Management and Performance at Hugo Technologies

What you’ll be doing

• Over the last two years, Hugo has experienced tremendous growth. We’ve grown to a community of 1,500+ FTEs, expanded into new countries, and evolved our client base from just unregulated start-ups to publicly listed tech behemoths. To maintain this trajectory, we need to “level up” our IT infrastructure and operations, and we are looking for an experienced and service-oriented IT enthusiast to help build our service management capabilities, as we prepare for the next stage of growth.
• Reporting directly to the Global Head of IT, this position manages all people, process, technology and supplier aspects of ITSM (IT Service Management) to enhance service efficiency, improve customer satisfaction and ensure compliance.
• The role offers an opportunity to lead the transformation of the IT service management function, driving innovation, scale-readiness and service excellence.

KEY RESPONSIBILITIES

ITSM Strategy

• Develop and implement ITSM strategies that align with the IT department’s goals and improve IT service delivery.
• Lead initiatives to improve ITSM maturity, establishing best practices and industry standards based on COBIT and ITIL frameworks.
• Oversee the development, adoption and improvement of key ITSM processes, including incident, problem, change, service request, event, demand, service level, access, capacity, availability, supplier and asset management.
• Leverage and extend ITSM capabilities across business functions to build ESM (Enterprise Service Management) capabilities for Hugo.

IT Service Performance Management

• Monitor and evaluate IT service performance against established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and reporting same to the business.
• Drive root-cause analysis and ensure prompt resolution of incidents and problems, reducing service downtime and improving user experience.
• Implement continuous service improvement (CSI) processes to enhance the quality, efficiency, and reliability of IT services. Implementing best practices to increase operational efficiency and service quality.
• Drive the use of ITSM analytics enterprise-wide to measure service performance and identify trends, proposing data-driven improvements.
• Oversee periodic IT Satisfaction Survey business-wide.

ITSM Platform and Technology Management

• Oversee the evaluation, selection, implementation and/or optimization of Hugo’s ITSM technology platform to improve process orchestration, automation, reporting, and service/approval workflows.
• Collaborate with IT teams and business stakeholders to ensure ITSM platform meets the evolving needs of the business and clients.
• Ensure accurate documentation of IT service assets and configuration items (CIs) in the Configuration Management Database (CMDB).
• Establish a centralized, service portal for all support-related functions enterprise-wide e.g. IT, facilities, finance, HR, legal etc. for the prompt and efficient handling of all service requests and complaint handling.

Vendor and Client Relationship Management

• Collaborate with vendors to ensure third-party services meet internal and client requirements, focusing on service quality and compliance.
• Drive key suppliers’ periodic performance review meetings to ensure benefit/value realization in line with agreed SLAs.
• Act as the liaison between IT and internal customers, ensuring smooth service delivery, performance reporting, and adherence to contractual agreements.
• Track and report on all IT software asset inventory, license utilization and renewals, to ensure business continuity.

IT Service Governance and Compliance

• Ensure IT service management practices comply with relevant regulatory frameworks and certifications, including PCI-DSS, ISO 27001, HITRUST and other data protection standards (e.g., GDPR, NDPR).
• Oversee and enforce service management policies, procedures, and standards across the IT function.
• Prepare and present regular reports on IT service performance, compliance, and improvement initiatives to senior management.
• Act as CAB chair, and manage the IT Change Management process, ensuring all changes to services, applications, and infrastructure enterprise-wide are effectively planned, tested, and communicated.

What you’ll need to apply

• Minimum 7 years of experience in IT service management or a related role, with at least 3 years in a senior capacity.
• Proven experience in improving ITSM maturity and delivering measurable service improvements.
• Strong knowledge of ITSM tools such as ServiceNow, Fresh Service, SysAid, SolarWinds etc.
• Experience in a business process outsourcing (BPO) organization is highly desirable.
• Effective communication and interpersonal skills to work with technical and non-technical stakeholders.
• Understanding of compliance requirements, including PCI-DSS, ISO 27001, GDPR, and NDPR.
• ITIL v4 Certification (Foundation or higher); COBIT, PMP, or Six Sigma certification is a plus.

What SUCCESS LOOKS LIKE

• Improvement in ITSM maturity level.
• Meeting or exceeding SLAs and KPIs for IT services.
• Reduction in the number and severity of incidents and service disruptions.
• Successful completion of service improvement initiatives.
• Compliance with data security and regulatory standards (e.g., PCI-DSS, ISO 27001, HITRUST, SOC2 etc.).
• Establishment of a best-in-class global service desk capability.