Technical Services Manager

Stefanini is currently looking for a Tech Integration Lead to be part of our Modern Enterprise / Technology Services organization.

Tech Integration Lead role ensures operational stability and service resilience by embedding IT Service Management (ITSM) practices across infrastructure services. The Tech Integration Lead will drive cross-functional alignment to eliminate repetitive issues, enforce governance, strengthen collaboration across infrastructure towers, and deliver continuous service improvement.

Key Responsibilities

• Incident & Problem Management: Partner with infrastructure towers to stabilize services, eliminate root causes, and prevent repetitive failures.
• Change & Release Governance: Align with delivery/operations to reduce failed changes and enforce risk-based controls.
• Operational Efficiency & Demand Traceability: Improve team execution and collaboration by enhancing technical efficiency, ensuring end-to-end traceability, and generating measurable improvements.
• Cross-Tower Alignment: Drive consistent delivery across infrastructure domains (Network, HCI, DWP, MEM, ITAM, TSMO, TPMO) to reduce operational risk and ensure standardized execution.
• Program-level ITSM Engagement: Work with ITSM specialists and enterprise delivery functions at the program level to embed governance, align with enterprise standards, and ensure delivery supports strategic outcomes.
• TSMO Deliverables & Compliance: Generate and maintain RUN deliverables, ensuring adherence to compliance standards.
• Maturity Assessments: Contribute to ITSM maturity evaluations and drive initiatives to elevate organizational capability.
• Crisis Management & Business Continuity (DR): Engage in crisis management activities, coordinate disaster recovery, and ensure operational resilience.
• Ad-hoc Consultancy: Provide expertise in subject matter on delivery and improvement opportunities.
• Improvement Planning: Collaborate with delivery functions on taskforce-level initiatives to strengthen long-term service quality.

Professional Skills and Required Qualifications

• 7+ years of professional IT experience including service management, integration, and/or governance roles.
• Demonstrated success leading service delivery, operations, or cross-functional technical teams in complex enterprise environments.
• Strong knowledge and practical experience with ITSM frameworks (ITIL, SIAM, COBIT).
• Experience aligning infrastructure services to enterprise governance models and compliance requirements.
• Proven ability to improve operational stability, enforce change/release governance, and manage incident/problem processes.
• Experience coordinating across multiple infrastructure domains - including Digital Workplace Platforms & Unified Communications, Modern Endpoint Management, IT Asset Management, Hybrid Cloud & Infrastructure, Network Management, and Cyber Security - ensuring unified execution, reduced operational risk, and consistent service outcomes.Ability to act calmly and competently in high-pressure, high-stakes situations.
• Excellent written and verbal communication skills, with the ability to influence and align diverse stakeholder groups.
• High level of personal integrity, sound judgment, and maturity when handling sensitive matters.
• Strong analytical, problem-solving, and prioritization skills with a structured approach to issue resolution.
• Demonstrated ability to support continuous service improvement and contribute to long-term service maturity roadmaps.
• Certifications highly desirable: ITIL v4, SIAM Foundation/Professional, COBIT 2019, ISO/IEC 20000, or similar Service Management qualifications.
• Additional certifications in Project Management / Agile / Prince2 / PMP are a plus.
• Proficiency with Microsoft tools (Excel, PowerPoint, Visio, Project).

Technical Competencies

• Experience with designing, implementing, and running / monitoring ITIL core processes like incident, request fulfillment, change management, and problem management (investigation and remediation).
• Experience in aligning customer's organization with Evergreen Processes (Microsoft Roadmap) specific to Microsoft Endpoint Mgmt. & O365 Technologies.
• ITSM & Governance: Incident, Problem, Change, Release, and Service Continuity processes; service maturity models.
• Infrastructure Integration: Understanding of enterprise IT towers (network, cloud, modern workplace, endpoint management, ITAM, TSMO).
• Risk & Compliance: Knowledge of ISO/IEC 20000, ISO/IEC 27001, and related regulatory frameworks.
• Monitoring & Reporting: Experience with operational metrics, dashboards, and governance reporting.
• Automation & Tooling: Familiarity with ITSM platforms (ServiceNow, Remedy, or equivalent), automation frameworks, and monitoring tools.
• Business Continuity: Knowledge of DR planning, execution, and resilience testing.
• Operating Systems: General understanding of Windows and Linux operating environments, their administration, and common system management tasks.
• Virtualization & Infrastructure: Familiarity with virtualization technologies (VMWare, Citrix) and infrastructure tools (NetApp for storage, Rubrik, and Azure File Sync for backup management).
• Networking: Basic knowledge of network architecture and key devices (Cisco and Fortinet products such as routers, switches, firewalls, proxies, DNS).
• Networking: Understanding of network security principles and load balancing.
• Security Services: General understanding of security tools such as SIEM (Splunk), EDR (Crowdstrike), AV, and firewall technologies.
• Security Services: Familiarity with Identity and Access Management (IAM) solutions in both infrastructure and security contexts (e.g., Active Directory, Archer GRC).
• Cloud & Hybrid Infrastructure: Knowledge of hybrid cloud solutions (Azure), including cloud monitoring, storage, backup, and migration planning.