IT Ops Service Manager

Oversee and facilitate the efficient execution and escalation of service requests and incidents across departments, ensuring timely resolution and alignment with organizational objectives. This position plays a critical role in facilitating clear communication between internal teams and business units. The individual will establish strong relationships with internal customers, ensure alignment on priorities, and lead cross-functional collaboration across remote teams.

• Coordinate internal resources and third parties/vendors for the flawless execution of tasks, related tickets and projects.
• Manage IT Operations weekly ticket iterations utilizing Jira Service Management Software within Agile SCRUM methodology; manage backlog queue, escalation and priority.
• Ensure that all elements are delivered on-time and within SLA timeframes.
• Responsible to manage tickets and related projects from concept to delivery; identify gaps and ensure fluent end-to-end process.
• Help define goals and deliverables that align with Company objectives.
• Monitor, analyze and report on tickets progress, problems and solutions; create and present to stakeholders reports on statistics, volume, trends and progress.
• Coordinate with internal customers to establish priorities.
• Effectively communicate business priorities to the development team; handle post-delivery validation of business related tickets.
• Support and direct team within various segments of the organization.
• Establish and maintain relationships with internal customers and ensure communication on any major issues and resolutions.
• Create and maintain comprehensive documentation; document training materials where needed.
• Implement processes to manage change when necessary to meet desired outputs; continuously assess business operation needs; refine policy, procedures and documentation as needed.
• Evaluate and assess result of ticket resolutions, share knowledge with IT OPS Team and build knowledge base.
• Performs and participates in the analysis, design and implementation of business and systems processes and procedures following appropriate standards.
• Evaluate, assess and analyze the data necessary to provide solutions to the clients particular business/technical needs.
• Work closely and in collaboration with teams in remote locations to support clients needs.
• Attend conferences and training as required to maintain proficiency
• Perform other related duties as assigned.

 “Nuvem provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, creed, religion, sex, gender, gender identity, gender expression, national origin, ancestry, age, physical or medical disability, medical condition, marital status, sexual orientation, military and/or veteran status, or any other basis prohibited by applicable state or federal law.”   

• Minimum of 2 years of Service Management role
• Knowledge of JIRA & ServiceNow and MS SharePoint preferred
• Knowledge of Scrum/Agile preferred
• Healthcare experience preferred