Local Application Manager

About The Role ¿Tiene las siguientes habilidades, experiencia e impulso para tener éxito en este puesto? Descúbralo a continuación.

The person will be responsible for ensuring the delivery, quality, and continuous improvement of IT services across the Sanoma organization. The role oversees daily operations of service management processes, coordinates with technical teams, manages service performance, and acts as the primary point of contact for stakeholders regarding service delivery.

Key Responsibilities Stakeholder & Vendor Management

• Build strong working relationships with business leaders, technical teams, and suppliers.
• Ensure clear communication around service status, risks, outages, and changes.
• Manage customer expectations and promote a culture of service excellence.

Governance & Compliance

• Ensure alignment with company policies, security requirements, and regulatory standards.
• Maintain accurate service documentation, process maps, and operational runbooks including keeping CMDB updated.
• Support audits, risk assessments, and compliance reviews.

Service Delivery & Operations

• Manage end-to-end delivery of assigned IT services.
• Ensure adherence to SLAs, KPIs, OLAs, and compliance requirements.
• Oversee daily service operations, handle escalations, and lead major incident coordination.
• Act as the primary point of contact for stakeholders regarding service performance and issues.

ITIL / Service Management Processes

• Support core ITSM processes including Incident Management, Problem Management, Change Enablement/Change Management, Service Request Management, Configuration & Asset Management, Knowledge Management.
• Conduct root‐cause analyses and drive corrective and preventive actions.

Continuous Improvement

• Analyze service performance trends and identify improvement opportunities.
• Lead and support initiatives that enhance service quality, stability, and efficiency.
• Participate in service design, transition, and operational readiness activities.

Required Skills & Qualifications Technical & Professional Skills

• Strong understanding of the ITIL framework (ITIL Foundation required).
• Experience working with ITSM platforms (ServiceNow, BMC, Jira Service Management).
• Solid understanding of IT operations, infrastructure, and cloud services.
• Demonstrated experience managing major incidents and complex operational issues.

Analytical & Operational Skills

• Ability to interpret service performance data and produce actionable insights.
• Strong problem‐solving skills with a focus on root cause and prevention.
• Experience coordinating cross‐functional technical teams.

Communication & Leadership

• Excellent communication skills with both technical and non‐technical audiences.
• Ability to influence stakeholders and lead during high‐pressure situations.
• Strong customer orientation and ability to balance operational needs with business priorities.
• Fluent English.

Experience

• 3–7+ years of experience in IT service management, IT operations, or similar role.
• Experience in regional or global service delivery environments in multi‐cultural companies is an advantage.
• Experience managing vendors or outsourced teams is beneficial. xohynlm

Sanoma Learning is an equal opportunity employer; we are committed to inclusion and diversity, ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics.

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