Key Responsibilities

- Ensure adherence to SLAs (uptime, MTTR) and customer satisfaction metrics.

- Lead Monthly Steering Committees with stakeholders.

- Manage third-party vendors and Change Orders.

- Act as primary escalation points for contractual issues.

- Maintain Risk Register and ensure GDPR/Jamaican data protection compliance.

- Conduct Quarterly Compliance Audits.

- Drive process optimizations (e.g., reduce MTTR by 10%) via Quarterly Reports.

- Lead Post-Mortem Analyses.

- Develop and present Monthly and Quarterly Reports to company/customer leadership.

- Facilitate Post-Incident Reviews.

-Bachelor’s Degree in IT, Business Administration, or related field.

-ITIL v4 Foundation (mandatory).

-Contract & Vendor Management – Experience negotiating SLAs, change request, and 3rd-party coordination.

-Proficiency in Jira Service Management, ServiceNow, or equivalent for incident tracking

– Experience in process optimization (e.g., reducing MTTR by 10%

-PMP/Prince2 (preferred).

-ISO 27001 Lead Implementer (preferred).

-Knowledge of C3 data handling.

-Lean/Six Sigma (preferred).

-Advanced PowerPoint/Excel.

-Fluency in English (C1) and Spanish (B2).

-Strong presentation skills for Monthly/Quarterly Reports to customer leadership.