Job description
ABOUT THE JOB
- Manage day-to-day service delivery activities including SLA monitoring, incident management, problem management, service requests, and change management using tools such as ServiceNow.
- Coordinate with internal stakeholders, business units, and vendors to ensure timely issue resolution and service performance.
- Support procurement coordination and vendor management activities for IT tools and services.
- Drive continuous improvement initiatives by automating operational workflows, monitoring processes, ticket handling, and reporting activities.
- Work closely with engineering and operations teams to enhance ServiceNow workflows, ticket lifecycle management, and service catalog structures.
- Define, track, and report KPIs/KRIs related to service performance, operational efficiency, and risk management.
- Prepare regular Service Delivery Reports covering SLA adherence, incident trends, operational metrics, and asset tracking.
- Maintain and improve CMDB accuracy, asset inventory management, and operational documentation.
- Collaborate with cross-functional teams including Operations, Infrastructure, Engineering, Governance, and external vendors to ensure smooth service delivery.
- Support process standardization and operational governance aligned with ITIL best practices.
- Exposure to security operations, SecOps workflows, or security service management is a plus but not mandatory.
ABOUT YOU
- Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related fields.
- 3-5 years of experience as a Service Delivery Manager, IT Service Delivery, or Infrastructure support.
- Hands-on experience with ServiceNow ITSM modules or equivalent ticketing/service management platforms.
- Good understanding of SLA management, incident/problem management, and operational reporting.
- Experience in process improvement, workflow automation, and stakeholder management.
- Familiar with ITIL practices and service governance frameworks.
- Experience working with vendors and cross-functional regional teams is preferred.
- Exposure to security service delivery or IT security operations is considered a nice-to-have.
- Certifications such as ITIL Foundation or ServiceNow are advantageous.
- Good communication skills in English, both verbal and written.
WHY AMARIS?
- Competitive salary and 13th-month salary
- 14+ annual leaves per year
- Premium healthcare insurance, starting from your probation period
- Project reviews and yearly performance appraisal
- Annual company trips
- Teambuilding activities: Team lunch/dinner, events, and celebrations, sports clubs (football, basketball, badminton, pickleball)
- International team with flexible working time
- Tailor-made career path
- Technical workshops and training courses
- Mobility: Opportunities to be on-site abroad in our offices in over 60+ countries
Equal Opportunity
Amaris Consulting is proud to be an equal opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.
Who are we?
Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7,600 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:
Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you!
Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!
Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.
As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience.
We look forward to meeting you!