Manager, IT Service Management and Performance

WHAT YOU'LL BE DOING

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.

WHAT QUALIFICATIONS YOU’LL NEED

Must-Have Qualifications / Experience :

Preferred Background :

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.

PRIVACY STATEMENT

Any information you submit to Hugo as part of your application will be processed in accordance with Hugo’s Privacy Policy .

EQUAL OPPORTUNITY STATEMENT

Diversity, equity and inclusion are part of our DNA. Promoting and, where possible, improving diversity, equity and inclusion are a value-based and commercial necessity. We are an equal opportunity employer and welcome applications from all qualified individuals, regardless of race, sex, gender identify, sexual orientation, neurodiversity, disability, or any other legally protected status