Technical Service Manager, IT Service Management

2 weeks ago

Riga, Rīga, Latvia SmartPosti Full time €60,000 - €80,000 per year

We handle and deliver everything on your terms SmartPosti is evolving and its transformation is built by a diverse pool of professionals from warehouse employees to artificial intelligence experts. In a international company, the range of possibilities is huge. Make SmartPosti your next big opportunity – join us to create the future SmartPosti

About the Role: We are seeking a driven and structured Technical Service Manager to oversee the delivery, governance, and continual improvement of our ServiceNow platform. Sitting within our Enterprise Service Management Center of Excellence (CoE), this role plays a key part in shaping our service management capabilities across IT and the wider enterprise.

This is not a hands-on development role, but it requires strong technical understanding of ITSM platforms, process ownership experience, and the ability to collaborate across business and technical teams.

Experience with ServiceNow is an advantage—but we welcome candidates with experience in any enterprise ITSM tool.

Responsibilities:

  • Lead the implementation of IT and Enterprise Service Management processes and solutions (ServiceNow), ensuring alignment with business objectives and requirements.
  • Owner of selected IT Service Management processes.
  • Identify and drive ongoing improvements to how services are coordinated and delivered across internal teams and external partners, based on Service Integration and Management (SIAM) practices.
  • Contribute to Posti's Enterprise Service Management (ESM) Roadmap.
  • Collaborate closely with stakeholders across organization to understand business needs and translate them into solutions within the ServiceNow platform.
  • Manage ServiceNow development projects, including planning, resource allocation, and execution, while adhering to timelines and budget constraints.
  • Lead the ServiceNow development partner with innovative and continuous improvement mindset.

Job Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Minimum of 3 years of experience in IT Service Management (ITSM including process ownership and improvement).
  • Experience with IT service management processes and ITIL framework. ITIL certifications would be considered a plus.
  • Experience in platform governance, change enablement, or service operations is a strong plus.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
  • ServiceNow platform experience is advantageous but not required.
  • Fluent written and spoken English.

If you are passionate about Enterprise and IT Service Management practices and driving innovation and delivering exceptional IT services, we encourage you to apply for this exciting opportunity. Join us in shaping the future of our logistics and postal company through the power of innovation and technology.

Our common values – reliable, respectful, progressive - guide everything we do. Read more

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