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AI Summary
The ITaaS Manager is responsible for executing the organization’s technology strategy and enhancing IT service delivery through best practices and process improvements. They will also conduct service ticket reviews, manage escalations, and perform root cause analysis of infrastructure problems.
ABOUT THE ROLE:
REQUIREMENTS:
On day one, we'll expect you to...
Our IT Consulting company offers a collaborative and innovative work environment, allowing you to make a significant impact on our clients’ IT practices. The ITAAS Manager will have the opportunity to work with diverse industries and contribute to enhancing the IT service landscape across various organizations. If you are passionate about ITAAS and possess the skills to drive transformation and excellent service, we invite you to join our team and embark on a rewarding career journey.
RESPONSIBILITIES:
In this role, you'll get to...
- be responsible for executing the organization’s technology strategy. They assess the company’s technological needs, identify opportunities for improvement, and align IT initiatives with overall business goals.
- be responsible for identifying opportunities to enhance IT service delivery. Then implement best practices, process improvements, and automation to increase efficiency and quality, ultimately driving better value for the organization.
- conduct recurring service ticket report review with assigned accounts and provide analysis of trends and KPIs
- serve as the escalation point to resources for ticket and case management on an ongoing basis. Continual review of service tickets and assignments as appropriate, based on role, and type of work.
- conduct scheduling and escalations between engineers, technicians, client-facing managers, and client resources
- ensure resources are maximized for each account and hours are only used when necessary
- provide assistance with identifying and scheduling service requests that fall outside of the contracted services.
- perform root cause analysis of infrastructure problems and develop resolution and prevention plans
- maintain familiarity with current and upcoming IT equipment, services, and other developments
- work with the recruitment team to conduct technical interviews and provide feedback when needed
- perform other duties as assigned or needed related to the role.
REQUIREMENTS:
On day one, we'll expect you to...
- have 10+ years of progressive work with at least 3+ years of technical leadership experience
- possess a Bachelor’s degree in Computer Science, Information Technology, or a related field or equivalent industry certification/experience
- have proven experience as an ITAAS manager or similar role, ideally in an IT consulting firm
- have strong knowledge of ITSM frameworks, such as ITIL, COBIT, or ISO 20000
- be proficient in implementing and customizing ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell, etc.)
- have experience in leading ITAAS projects and managing client engagements
- possess deep understanding of cloud platforms (AWS, Azure, or GCP), shared infrastructure, and data center technologies
- have excellent analytical and problem-solving skills with the ability to dissect complex issues
- have strong interpersonal and communication skills to engage effectively with clients and internal teams
- have great project management skills including organization, planning, time management, and prioritization
LOGISTICS AND CONTRACT TERMS:
- have a fully functional and up-to-date computer with which to perform duties
- be willing to install next generation end point protection on the computer
- be willing to undergo character reference check and submit documents for application processing.
- be a current resident of the Philippines and legally able to perform work from there
- be willing to work in US Pacific business hours (8am-5pm PST) or during client hours as required
- be open to a short-term project-based, contract opportunity
NOTE:
- This is a remote (work from home) opportunity.
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