Head of Service Management

JOB SUMMARY

Pellera is building a world‑class Managed Services organization, and we’re looking for a Head of Service Management to lead our ITIL strategy, drive service maturity, and ensure operational excellence across all customer environments. This role will own the entire Service Management Office (SMO) and play a critical part in positioning Pellera as an enterprise‑grade, audit‑ready, scalable MSP.

As the Head of Service Management, you will:

• Define the ITIL vision, strategy, and roadmap for the entire organization.
• Lead all IT audits and ensure readiness for frameworks such as ISO 20000, ISO 27001, and ISO 22301.
• Serve as the executive sponsor for ITSM tools, ensuring processes are enforced through platform configuration and governance.
• Chair governance bodies such as Service Review Boards, CAB, CSI Review Boards, and Risk & Compliance Boards.
• Approve all process changes and establish enterprise‑wide service standards.
• Ensure that Pellera delivers consistent, predictable, and high‑quality managed services at scale.
• Represent Pellera in front of key customers, external auditors, and internal executive stakeholders.
• Build, lead, and grow the Service Management Office team (Process Owners, Quality & Compliance, CSI, Training & Enablement, Tools & Reporting).

Key Responsibilities

• Govern and mature all core ITIL practices across Managed Services.
• Oversee readiness, documentation, and evidence control for IT audits and external assessments.
• Ensure SLAs, KPIs, and service maturity metrics are tracked, reported, and acted upon.
• Drive a culture of continual service improvement across the organization.
• Align operations, delivery, engineering, and tooling to support ITIL‑centric service execution.
• Maintain a high‑quality, ITIL‑aligned workforce through training and certification processes.

Experience

• Leadership experience within IT service providers or organizations with strong ITIL/ITSM discipline.
• Proven background managing IT audits, compliance programs, and control frameworks (ISO/SOC).
• Experience managing and influencing senior stakeholders and cross-functional teams.

Skills & Certifications

• ITIL 4 Managing Professional / Expert (or equivalent senior ITIL credentials).
• Knowledge of ISO 20000, ISO 27001, ISO 22301, or general IT audit frameworks.
• Deep understanding of:
• Incident, Problem, Change, and Request Management
• Service Level Management
• Configuration & Asset Management
• Knowledge Management
• Service Continuity & Supplier Management
• Continual Service Improvement
• Strong communication, leadership, and strategic thinking skills.
• Advanced English (written and spoken).

📍 Location

This position is on‑site in Puebla, working closely with local teams and leadership.

Why Join Pellera?

• Be the strategic leader shaping the entire Service Management ecosystem.
• Build and scale a full SMO team from the ground up.
• Directly influence operational excellence, compliance, and customer trust.
• Play a central role in transforming Pellera into a top‑tier, enterprise‑ready MSP.