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Technical Service Manager

Technical Service Manager

Stefanini GroupPlano, TX, US
30+ days ago
Job type
  • Full-time
Job description

Details :

Job Title : Technical Service Manager

Location : Plano, Texas

About Us :

Stefanini is a global leader in providing IT solutions and services, committed to delivering exceptional value to our clients. We foster a culture of innovation and teamwork, with a focus on creating an inclusive environment where every team member can thrive. Join us as we continue to drive transformation in the technology landscape!

Position Overview :

Stefanini is seeking a dynamic and experienced Technical Service Manager to join our Infra Technical Services Office services organization. In this pivotal role, you will be the single point of contact for one of our key strategic accounts in the U.S., ensuring operational readiness and governance oversight. Your leadership will be instrumental in driving service excellence and fostering strong relationships with our customers.

Key Responsibilities :

  • Process Maturation : Lead initiatives to enhance internal processes, breaking down work into logical functions to enable agile and efficient team delivery.
  • Customer Relationship Management : Manage customer expectations and establish clear accountabilities to ensure alignment and satisfaction.
  • Delivery Commitment Clarity : Communicate delivery commitments effectively, prioritizing tasks to maximize value for the customer and the organization.
  • Stakeholder Engagement : Maintain effective communication with senior-level customer stakeholders, project delivery teams, internal teams, and third-party vendors.
  • Bottleneck Resolution : Proactively identify and address bottlenecks, balancing security and business needs against constraints.
  • Governance Oversight : Define and maintain robust governance frameworks, including reporting, monitoring, escalation, and control mechanisms.
  • Cross-Team Collaboration : Drive cross-team initiatives, defining objectives and metrics, and leveraging data analysis to inform decision-making.
  • Progress Reporting : Maintain comprehensive progress reports, including program metrics, risk matrices, and timelines, to communicate team performance and project status.
  • Policy and Process Management : Develop and implement policies and processes tailored to customer needs, ensuring adherence and compliance.
  • Continuous Improvement : Champion a framework for continuous service improvement, integrating achievements into governance practices.
  • Team Shielding : Remove impediments for teams and protect them from external disruptions to foster a productive environment.
  • Issue Tracking and Resolution : Oversee issue tracking and action planning, ensuring accountability and timely resolution.

Job Requirements

Details :

Qualifications :

  • Experience : 7+ years of professional IT experience, with at least 5 years in technical service management, managing multi-disciplinary teams focused on Workplace and / or Hybrid Cloud Infrastructure platforms and services.
  • ITIL Proficiency : Demonstrated experience in designing, implementing, and managing ITIL core processes (incident, request fulfillment, change management, problem management).
  • Technical Acumen : Familiarity with IT infrastructure components (Active Directory, Network, Storage, Virtualization, etc.) and Digital Workplace technologies (Microsoft Endpoint Management, O365).
  • Process Automation : Knowledge of IT process automation tools such as ServiceNow, HPSM, or BMC Remedy.
  • Security Frameworks : Understanding of information security management frameworks (ISO / IEC 27001, ITIL, COBIT) and ability to communicate IT risks to stakeholders effectively.
  • Communication Skills : Exceptional written and verbal communication skills in English; proficiency in Italian is a plus.
  • Interpersonal Skills : Strong collaborative, interpersonal, and customer service skills, with the ability to resolve escalations and manage incidents effectively.
  • Analytical Skills : Excellent deductive reasoning, critical thinking, problem-solving, and prioritization abilities.
  • Initiative and Integrity : High level of personal integrity, initiative, and dependability, with the ability to work independently.
  • Tech Proficiency : Proficient in Microsoft Office tools, particularly Excel and PowerPoint.

    • Why Join Us?

    At Stefanini, we believe in nurturing talent and providing opportunities for growth. You will be part of a collaborative team that values innovation and excellence. We offer competitive compensation, comprehensive benefits, and a dynamic work environment.

    Location Requirement :

    This role requires onsite presence in Plano, Texas, five days a week.

    If you are ready to take on a challenging and rewarding role as a Technical Service Manager, apply now and be a part of our exciting journey at Stefanini!

    Apply Today!

    Stefanini is an equal opportunity employer and values diversity in our workforce. We encourage all qualified applicants to apply.

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    Pay Range : Based on Experience

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    Technical Service Manager • Plano, TX, US