Digital Service Office Manager

¿Estás listo para formar parte de una empresa que no solo habla del futuro, sino que lo está construyendo activamente? Únete a The AES Corporation, la mayor empresa global de energía con sede en Estados Unidos, con un equipo de 8.300 empleados en 12 países. 

AES ha sido clasificada como #1 por BloombergNEF en ventas de energía renovable a empresas en EE. UU. y las Américas durante cinco años consecutivos, proporcionando electricidad a millones de personas en todo el mundo. 

Nos enorgullece fomentar una sólida cultura laboral, obteniendo posiciones destacadas en los rankings de Great Place to Work™ en los mercados donde operamos. AES también fue nombrada una de las Empresas Más Éticas del Mundo por 13.º año consecutivo en 2026, lo que refleja nuestro compromiso con la integridad, la transparencia y las prácticas empresariales responsables. 

Nuestro espíritu de innovación continúa siendo reconocido en la industria. AES es la única empresa galardonada siete veces con los Edison Awards del Edison Electric Institute en el siglo XXI, una distinción que reconoce el liderazgo global en el avance de la industria de la energía eléctrica. 

Si estás listo para formar parte de una empresa que no solo se adapta al cambio, sino que lo impulsa, AES es el lugar para ti. No solo estamos construyendo un futuro más sostenible, lo estamos potenciando.  

Postúlate ahora y potencia tu carrera con un verdadero líder en energía global. 

At AES we are looking for a Digital Service Office Manager

Role description:

Become the front end of Global Digital Teams services delivery through the orchestration control and management of the Request, Incident, Problem and Change Management services, including the involved service providers, to enable efficient service management and seamless delivery of end-to-end IT services within SLAs. Be accountable for day-to-day service operations and performance

Key Responsabilities:

• Oversees and control the Request, Incident, Problem and Change Management services to ensure they work efficiently.

• Ensure that the Service Desk Operational Level Agreements and related contracts are appropriate for the agreed service level targets for Request, Incident, Problem and Change Management,

• Detect and consolidate events from monitoring and management tools, make sense of them. Correlate events to understand impact on business service.

• Proactively act as the escalation point of contact for major incident and problem management when agreed SLAs are not being met.

• Define and create the service measurement framework that determines service efficacy for the in-scope services. Define potential service improvement opportunities for those services.

• Promote a continual improvement approach for evolving the associated processes, through the management of a unique tool interface capability for routing of support tickets, monitoring information, change requests and other key data between any client or vendor owned toolset. Also facilitate implementation of industrialized/ standardized process automation tools. 

• Develop service readiness & risk mitigation plan and ensure appropriate operational service documentation is created before introducing a new service.

• Provide inputs and recommendations to the technology and operations teams for achieving effective IT supplier relationship management. Provide support to those teams to manage issues and resolve disputes with IT suppliers

Knowledge, Skills and Experience:

• Strong knowledge of the in-scope IT service management processes and experience in delivering improvements to these processes

• Experience of leading cross functional  teams and managing relationships with business customers

• Proven leadership and management skills

• Advanced command of the English language

• 5+ years of experience in IT Service Management & Operations

• 5+ years of management experience

• ITIL v4 Managing Professional (MP) or Strategic Leader (SL) or ITIL v3 Expert studies (preferably with formal certification)