Digital Service Office Manager
Public global power company that owns and operates electricity generation, regulated utilities, LNG infrastructure, renewable energy, and battery-storage assets.
About The AES Corporation
AES develops, constructs, and operates power-generation and distribution businesses, supplying affordable and sustainable power. Its portfolio includes solar, hydro, wind, natural gas, coal, battery storage, utilities, and LNG infrastructure.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will oversee request, incident, problem, and change management services. You will manage service operations and performance, coordinate providers, monitor service events, manage escalations, improve processes and automation, prepare service-readiness plans, and support supplier issue resolution.
Requirements
- Knowledge of IT service management processes
- Experience improving IT service management processes
- Experience leading cross-functional teams
- Experience managing business-customer relationships
- Leadership and management skills
- Advanced English
- 5+ years of IT Service Management and Operations experience
- 5+ years of management experience
- ITIL v4 Managing Professional or Strategic Leader, or ITIL v3 Expert studies
Responsibilities
- Oversee request, incident, problem, and change management services
- Ensure service desk agreements and contracts support agreed service targets
- Consolidate and correlate monitoring events to assess business-service impact
- Act as an escalation point for major incidents and problems
- Define service measurements and improvement opportunities
- Improve processes and support-ticket and monitoring-tool integration
- Develop service-readiness and risk-mitigation plans
- Support IT supplier relationship management and dispute resolution