Hugo
Hugo is a Future-of-Work company dedicated to building and managing remote teams in Black communities worldwide. We partner with top global technology and media brands to deliver high-quality data annotation and omnichannel support services. Our goal is to create inclusive solutions that benefit our communities and clients alike.
Job Title: Manager, IT Service Management and Performance
Location: Nigeria
Department: IT Operations
Role Summary
We are hiring an experienced IT Service Management and Performance Manager to lead IT service operations and performance across our teams. This role is critical in ensuring that our IT services meet business and client needs while aligning with global compliance and service standards.
Key Responsibilities
- Monitor and report IT service performance based on established SLAs and KPIs
- Lead root-cause analysis and drive resolution of incidents to reduce downtime
- Oversee the evaluation and optimization of ITSM platforms for automation, reporting, and workflow management
- Collaborate with IT and business teams to ensure the ITSM platform evolves with company needs
- Maintain accurate service asset and configuration records in the CMDB
- Coordinate with third-party vendors to ensure service quality and compliance
- Lead supplier performance reviews to ensure SLAs are met
- Ensure compliance with regulatory standards like PCI-DSS, ISO 27001, GDPR, and NDPR
- Implement and enforce service management policies and best practices across the IT function
Must-Have Qualifications
- 7+ years of experience in IT service management, with at least 3 years in a senior role
- Background in BPO or similar environments is an added advantage
- Strong communication and stakeholder management skills
- In-depth understanding of regulatory compliance standards
- ITIL v4 certification required; additional certifications such as COBIT, PMP, or Six Sigma are a plus
- Experience with ITSM tools like ServiceNow, Freshservice, SysAid, or SolarWinds
What We Offer
- Flexible hybrid work setup
- Supportive, impact-driven workplace culture
- Competitive salary and benefits
- Opportunities for career growth and measurable impact
Application Deadline: Not Specified
To apply for this job please visit careers.hugotech.co.