IT Service Manager

Roles And Responsibilities

• The IT Service Management Professional - plans, directs and coordinates IT Operations and Services, ensures resolution of tickets and incidents. Manages IT Services, define milestones, develop, implement and maintain IT processes, services and solutions focused on IT Infrastructure services or solutions.
• RFP for IT services – proficient and experienced in writing technical and comprehensive, low-level Requests for Proposal (RFPs).
• Monitors IT projects, from Service rollout management perspective, establish process as per ITSM and ensures quality standards and processes are met. Manages the change request process for service or solution enhancements (CRs) and their implementation.
• Ensure effective control of the local and global services and providers for managed services as per defined SLAs.
• Ensure timely communication and collaboration with stakeholders
• Identify and log incident and ensures normal service is restored with minimum adverse impact on operations
• Provide personalized services (via self-service, real-time 24*7 operation) to users based on predictive analytics and real time monitoring of service usage
• Identify root causes of problems (that affect IT service) and determine fix required to prevent recurrence of incidents
• Do Infrastructure capacity management, plan and argument capacity, support on annual budgeting and tracking
• Minimize the impact of recurring incidents (problems that cannot be prevented)
• Ensure compliance to Cyber Security and DP regulations
• Strong in creating management presentations
  
  

• 12-15 years’ experience in Information Technology. Experience in managing IT services and projects. Through knowledge of ITMS and ISO 9001, 27001 process and audits
• Good knowledge of IT Infrastructure, Cybersecurity, Data Privacy policies and Process
• Experience in IT demand & service management, vendor management. Good communication and interpersonal skills.