Manager, IT Service Management and Performance

Hugo

Software & Data

Key Responsibilities

WHAT YOU'LL BE DOING

• 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.

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Must-Have Qualifications/Experience

WHAT QUALIFICATIONS YOU’LL NEED

• Experience in a business process outsourcing (BPO) organization is highly desirable.
• Effective communication and interpersonal skills to work with technical and non-technical stakeholders.
• Understanding of compliance requirements, including PCI-DSS, ISO 27001, GDPR, and NDPR.
ITIL v4 Certification (Foundation or higher); COBIT, PMP, or Six Sigma certification is a plus.

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Preferred Background

• Minimum 7 years of experience in IT service management or a related role, with at least 3 years in a senior capacity.
• Proven experience in improving ITSM maturity and delivering measurable service improvements.
Strong knowledge of ITSM tools such as ServiceNow, Fresh Service, SysAid, SolarWinds etc.

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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

Hugo is transforming the future of a continent by re-envisioning the future of its work. We exist to provide BPO excellence to our customers by investing heavily in the very best of African talent.

African communities currently reap less than 2% of a BPO market worth a staggering $430 billion annually. We are changing this.

Specializing in digital and AI operations, omnichannel customer support, and trust and safety solutions for some of the world’s largest tech and media companies, we are providing the continent’s university-educated youth with the skills necessary to build a meaningful career in the global digital economy. All whilst delivering industry-beating excellence for our clients.

As a culture, we’re Silicon Valley meets ECOWAS — English et en Français. We’re smart, dynamic, and ambitious. And we’re on a mission to win for our clients and for our people











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