Job title: Manager, IT Service Management and Performance Job at Hugo Technologies
Company: Hugo Technologies
Job description: Hugo is a Future-of-Work company. We build and manage remote teams in black communities for some of the world’s largest technology and media companies. We specialize in end-to-end machine learning data annotation and omnichannel support solutions that ultimately yield more inclusive outcomes for both black communities globally and our clients.We are recruiting to fill the position below:Job Position: Manager, IT Service Management and PerformanceJob Location: Nigeria
Department: IT OperationsKey Responsibilities
- Monitor and evaluate IT service performance against established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and reporting same to the business.
- Drive root-cause analysis and ensure prompt resolution of incidents and problems, reducing service downtime and improving user experience.
- Oversee the evaluation, selection, implementation and/or optimization of Hugo’s ITSM technology platform to improve process orchestration, automation, reporting, and service/approval workflows.
- Collaborate with IT teams and business stakeholders to ensure ITSM platform meets the evolving needs of the business and clients.
- Ensure accurate documentation of IT service assets and configuration items (CIs) in the Configuration Management Database (CMDB).
- Collaborate with vendors to ensure third-party services meet internal and client requirements, focusing on service quality and compliance.
- Drive key suppliers’ periodic performance review meetings to ensure benefit/value realization in line with agreed SLAs.
- Ensure IT service management practices comply with relevant regulatory frameworks and certifications, including PCI-DSS, ISO 27001, HITRUST and other data protection standards (e.g., GDPR, NDPR).
- Oversee and enforce service management policies, procedures, and standards across the IT function.
Must-Have Qualifications/Experience
- Experience in a business process outsourcing (BPO) organization is highly desirable.
- Effective communication and interpersonal skills to work with technical and non-technical stakeholders.
- Understanding of compliance requirements, including PCI-DSS, ISO 27001, GDPR, and NDPR.
- ITIL v4 Certification (Foundation or higher); COBIT, PMP, or Six Sigma certification is a plus.
Preferred Background:
- Minimum 7 years of experience in IT service management or a related role, with at least 3 years in a senior capacity.
- Proven experience in improving ITSM maturity and delivering measurable service improvements.
- Strong knowledge of ITSM tools such as ServiceNow, Fresh Service, SysAid, SolarWinds etc.
What We Provide
- Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun office culture.
- We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their career.
- Our compensation and benefits are highly competitive.
Expected salary:
Location: Nigeria
Job date: Wed, 23 Jul 2025 05:22:48 GMT