Information Technology Operations Manager

Take your career to the next level with Amaris Consulting as an Operations Specialist – Service Desk.

Become part of an international team, thrive in a global group with €800M turnover and 1,000+ clients worldwide, and an agile environment by planning the kickoff and follow up on projects. Join Amaris Consulting, where you can develop your potential and make a difference within the company.

✍️ WHAT WOULD YOU NEED ✍️

• Bachelor's Degree in Engineering.
• 8+ years of experience in Service Management.
• Proven experience managing operations for multi-national Service Desks under IT Service Management processes.
• Strong background in coordinating governance activities with IT suppliers for large-scale IT organizations.
• Significant service delivery experience within complex, global environments, with the ability to influence and consult in IT Service Management.
• ITIL certification .
• Preferred experience with ServiceNow and AI capabilities.
• Familiarity with multiple Service Desk channels : email, portal, voice, chat, chatbot.
• Demonstrated success in driving improvements in Service Desk SLAs .
• Experience managing vendors.
• In-depth knowledge of IT services delivery.
• Excellent oral and written communication skills, with strong analytical and trend analysis abilities.
• Fluent Business English .
• ???? WHAT WILL YOU DO ????
• Collaborate with the WEX program to deploy, transition, and transform the IT Service Desk for the AOA region.
• Oversee operational governance of the IT Service Desk across all AOA markets, ensuring service quality and achievement of operational objectives.
• Partner with the Global IT Service Desk product team to implement the ITSD Product Roadmap within the market Service Desks for AOA.
• Utilize data-driven analytics for improvement, KPI follow-up, and action item tracking.
• Implement structured escalation processes using the Continuous Improvement Model (CIM) and provide training on escalation protocols.
• Work collaboratively with IT Service Management and Product teams to analyze results, develop action plans, and drive continuous improvement.
• ???? WHY US ????

Join our dynamic team of talented individuals and experience a world of growth and opportunities. Here's what we offer :

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.

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Skills Required

Servicenow