IT Service Manager 12F25

The IT Service Manager is a pivotal leadership role responsible for ensuring high-quality IT services are delivered to meet the needs of the organization. This crucial position involves planning, coordinating, and overseeing all IT service management activities to ensure optimal delivery and support of IT services. The IT Service Manager will oversee the implementation of best practices and strategies to enhance service delivery, deliver value, and ensure the organization’s IT services align with business objectives. The role requires strong leadership skills, a deep understanding of IT service management frameworks, and the ability to manage a team effectively. The successful candidate will be adept at collaborating with various stakeholders and working in a fast-paced environment to drive continuous improvement and innovation in IT service management.

Responsibilities

• Oversee the planning, coordination, and management of IT service delivery activities.
• Ensure that IT services meet or exceed agreed-upon service levels and business requirements.
• Develop and implement IT service management policies, procedures, and strategies.
• Lead, mentor, and manage the IT service delivery team to achieve optimal performance.
• Collaborate with business units to understand and anticipate IT support needs and requirements.
• Facilitate effective communication between technical teams and stakeholders for IT service matters.
• Monitor and report on the performance of IT service management activities and metrics.
• Identify opportunities for process improvements and work towards implementing solutions.
• Manage the resolution of high-impact IT service incidents and coordinate response efforts.
• Ensure compliance with IT service management frameworks and standards, such as ITIL.
• Conduct regular reviews of IT service quality and implement measures for continuous improvement.
• Drive innovation in IT service delivery to enhance business operations and efficiency.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience as an IT Service Manager or similar leadership role in IT service delivery.
• Strong knowledge of IT service management frameworks, such as ITIL, and best practices.
• Excellent leadership, communication, and interpersonal skills to effectively manage teams.
• Ability to manage multiple projects and priorities in a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills to resolve complex IT service issues.
• Experience in developing and implementing IT service management policies and procedures.