IT Service Management Manager

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. *** This is a remote opportunity. We welcome candidates around the globe to apply! ***

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

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