As entrepreneurs ourselves, we understand the unique challenges startups face managing their rollercoaster growth. We’ve lived it. We know that even well-funded teams can lack the bandwidth to recruit, train, and integrate the operations staff needed to meet growing demand. And that even when the right employees are in place, many companies lack the crucial mid-management layer needed to drive employee performance and process improvements. Hugo was created with the high-growth startup in mind. We custom build or augment existing operations teams for companies in scaling mode, leaving founders and senior management to focus on what matters most: growth.
Key Responsibilities
WHAT YOU'LL BE DOING
- 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
WHAT QUALIFICATIONS YOU’LL NEED
- 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.
Method of Application
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