Manager, IT Service Management and Performance Job at Hugo Technologies

Hugo is a Future-of-Work company. We build and manage remote teams in black communities for some of the world’s largest technology and media companies. We specialize in end-to-end machine learning data annotation and omnichannel support solutions that ultimately yield more inclusive outcomes for both black communities globally and our clients.

We are recruiting to fill the position below:

Job Position: Manager, IT Service Management and Performance

Job Location: Nigeria
Department: IT Operations

Key Responsibilities

• 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

• 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.

What We Provide

• Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun office culture.
• We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their career.
• Our compensation and benefits are highly competitive.