Senior IT Service Manager N/I NOVO

We are looking for an IT Service Manager to lead service delivery across all business units, ensuring IT operations are aligned with business objectives and industry best practices. You’ll act as a bridge between IT and stakeholders — using automation, data analytics, and Power BI to drive operational excellence and informed decision-making. This role combines hands-on technical capability with strategic thinking in a global, cross-functional environment.

Main responsibilities:

• Lead IT service delivery across business units, ensuring adherence to SLAs, ITIL best practices, and customer satisfaction targets;
• Monitor service performance and implement continuous improvement initiatives using KPIs and data-driven insights;
• Design and maintain automation workflows to reduce manual effort and improve service efficiency across IT operations;
• Build and maintain interactive Power BI dashboards providing real-time visibility into service health, team performance, and bottlenecks;
• Translate complex service metrics into clear, compelling data stories for both technical and executive audiences;
• Oversee vendor and contract management — procurement, performance evaluations, and SLA negotiations;
• Manage and govern change, release, incident, problem, and request fulfillment processes;
• Partner with business leaders to prioritize IT initiatives aligned with strategic objectives;
• Identify and apply automation, RPA, and AI-driven solutions to enhance service management processes;
• Ensure compliance with organizational policies, audit requirements, and data governance regulations.

What experience we expect from you:

• Proven experience in IT service management with a strong foundation in IT operations and service deliver;
• Proficiency in Power BI — building interactive dashboards, data models, and DAX expressions;
• Experience connecting Power BI to multiple data sources (ITSM platforms, databases, APIs, Excel;
• Experience with ITSM platforms — ServiceNow and/or Jira Service Management;
• Strong analytical skills: ability to collect, clean, analyze, and interpret large dataset;
• Excellent communication and stakeholder management skills, including executive-level reporting;
• Knowledge of compliance frameworks (e.g., GDPR, ISO 27001) and data governance best practices;
• Bachelor’s degree in IT, Business Administration, Data Science, or related field (ITIL or PMP certification a plus);
• At least intermediate English (C1) for reading, writing, and communication with the global team you will be part of.

Nice to have:

• Hands-on experience with automation tools: Power Automate, Ansible, UiPath, Python, or PowerShell;
• Experience with data analytics platforms such as Tableau or Splunk;
• Familiarity with SQL and data integration methods;
• Track record of applying RPA or AI-driven solutions to service management processes;
• Experience leading teams through organizational change and technology transformation initiatives.