Sr. Technical Service Manager

Join us to co-create solutions for a better future! Job Details

Location:

O Fallon, MO

Posted: 2/2/2026

Position:
Sr. Technical Service Manager

Duration:
Full Time

Remaining Positions: 1

Stefanini is seeking a dynamic and experienced Sr. Technical Service Manager to join our Infrastructure TSMO services organization. In this pivotal role, you will be the single point of contact for a few of our accounts, ensuring operational readiness and oversight governance. Your leadership will be instrumental in driving excellence and fostering strong relationships with our customers.

Key Responsibilities:

• Process Maturation: Lead initiatives to enhance internal processes, breaking down work into logical functions to enable agile and efficient team delivery.
• Customer Relationship Management: Manage customer expectations and establish clear accountabilities to ensure alignment and satisfaction.
• Delivery Commitment Clarity: Communicate delivery commitments effectively, prioritizing tasks to maximize value for the customer and the organization.
• Stakeholder Engagement: Maintain effective communication with senior-level customer stakeholders, project delivery teams, internal teams, and third-party vendors.
• Bottleneck Resolution: Proactively identify and address bottlenecks, balancing security and business needs against constraints.
• Governance Oversight: Define and maintain robust governance frameworks, including reporting, monitoring, escalation, and control mechanisms.
• Progress Reporting: Maintain comprehensive progress reports, including program metrics, risk matrices, and timelines, to communicate team performance and project status.
• Policy and Process Management: Develop and implement policies and processes tailored to customer needs, ensuring adherence and compliance.
• Continuous Improvement: Champion a framework for continuous service improvement, automation and innovation. Consolidated the account roadmap and integrates achievements into governance practices.
• Team Shielding: Remove impediments for teams and protect them from external disruptions to foster a productive environment.
• Issue Tracking and Resolution: Oversee issue tracking and action planning, ensuring accountability and timely resolution.

Qualifications:

• Experience: 10+ years of professional IT experience, with at least 6 years in technical service management, managing multi-disciplinary teams focused on Workplace and/or Hybrid Cloud Infrastructure platforms and services.
• ITIL Proficiency: Demonstrated experience in designing, implementing, and managing ITIL core processes (incident, request fulfillment, change management, problem management).
• Technical Acumen: Familiarity with IT infrastructure components (Active Directory, Network, Storage, Virtualization, etc.) and Digital Workplace technologies (Microsoft Endpoint Management, O365).
• Process Automation: Knowledge of IT process automation tools such as Service Now, HPSM, or BMC Remedy.
• Security Frameworks: Understanding information security management frameworks (ISO/IEC 27001, ITIL, COBIT) and ability to communicate IT risks to stakeholders effectively.
• Communication
  
  Skills:
  
  Exceptional written and verbal communication skills in English.
• Interpersonal
  
  Skills:
  
  Strong collaborative, interpersonal, and customer service skills, with the ability to resolve escalations and manage incidents effectively.
• Analytical
  
  Skills:
  
  Excellent deductive reasoning, critical thinking, problem-solving, and prioritization abilities.
• Initiative and Integrity: High level of personal integrity, initiative, and dependability, with the ability to work independently.
• Tech Proficiency: Proficient in Microsoft Office tools, particularly Excel and PowerPoint.

Pay Range:
Based on Experience