Apply as Information Technology Service Management Manager (Remote)

Apply as Information Technology Service Management Manager (Remote)

Qredo is a decentralized digital asset management infrastructure and product suite designed to unlock new opportunities for institutional investors in digital assets and decentralized finance. Qredo’s Layer 2 blockchain protocol enables users to seamlessly transfer and settle BTC, ETH, and ERC-20 tokens. Assets are secured by Qredo’s advanced Gen 2.0 multi-party computation (MPC), which provides tier-1 bank security and institutional-grade governance.

Responsibilities

  • Design, implement and own the IT Service Management (ITSM) processes and strategically drive their adoption and ITSM cultural transformation within the organization
  • Produce and maintain all required policies, processes and procedures documentation related to Change Management, Incident Management, Problem Management, Service Request Management
  • Develop and implement an overall ITSM training strategy and plan
  • Lead the technical implementation of the ITSM tool and closely collaborate with the vendor to ensure all requirements and implementation best practices are successfully met
  • Collaborate with the managed service provider, responsible for the technical operational support of the ITSM tool, to ensure service excellence and availability
  • Define requirements for service enhancements and technical integrations of the ITSM tool, validate implementation, testing and release of new features
  • Incident, Change and Problem management reporting and governance, including standard and ad-hoc reporting, analysis of trends, and management recommendations based on established KPIs and SLAs data
  • Establish, plan, schedule and manage Change Advisory Board (CAB) meetings; ensure quality and timely review/approval of change records in accordance with established policies and standards
  • Design, maintain and drive the adoption of a self-service request portal for the end users
  • Lead the implementation and adoption of a Configuration Management Database (CMDB)
  • Improve existing ITSM services and processes based on the customers’ feedback and needs
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Requirements

  • 6+ years of relevant ITSM experience
  • Bachelor’s degree in a relevant field is preferred
  • Strong knowledge about Change, Incident, Problem, Service Request management processes, their implementation and day-to-day operations
  • Experience with ServiceNow implementations, support and operations
  • Strong knowledge of IT asset management
  • Self-driven, able to work independently with minimal supervision, high sense of ownership
  • Ability to clearly articulate technical concepts in a non-technical manner and communicate with a range of people at different levels within the organization
  • Strong English written/verbal communications skillset
  • ITIL certification would be considered as a plus

Qredo offers

  • Flexibility to work from anywhere and possibility for international transfer
  • Assistance with home office setup as well as offsite team building allowance
  • Culturally diverse work environment (we speak 33 languages!)
  • Great career development opportunities in a growing company
  • Competitive compensation and benefits package within the industry


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