IT Service Manager 16N25

The IT Service Manager 16N25 is an essential role responsible for ensuring the delivery and management of effective IT services within an organization. This role is pivotal in overseeing the IT service teams, enhancing service delivery processes, and aligning IT services with the business needs. As an IT Service Manager, you will be in charge of managing relationships with stakeholders, ensuring customer satisfaction, and addressing and resolving any issues related to IT service performance. The role demands a proactive approach to problem-solving and a strategic vision to continually improve IT services. You will also play a crucial role in managing budgets, resources, and service improvement initiatives, ensuring that the IT services provided align with the organization's goals and contribute to its success. A candidate for this role should possess strong leadership, communication, and organizational skills alongside a thorough understanding of IT service management frameworks like ITIL (Information Technology Infrastructure Library).

Responsibilities

• Lead and manage the IT service management team to ensure high-quality service delivery.
• Develop and implement IT service management policies, processes, and procedures.
• Act as a point of contact for stakeholders and resolve any service-related issues.
• Oversee the management of incidents, requests, changes, and service improvements.
• Monitor and report on service performance metrics and customer satisfaction levels.
• Collaborate with other departments to ensure IT services align with business needs.
• Ensure compliance with IT service management best practices and standards.
• Identify opportunities for process improvements and implement solutions proactively.
• Manage IT service budgets and resources efficiently to optimize service delivery.
• Provide leadership and guidance to the IT service team, promoting professional development.
• Communicate complex technical issues and solutions effectively to stakeholders.
• Drive the continuous improvement of IT service management practices within the organization.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of five years of experience in IT service management or a related role.
• Strong understanding of ITIL framework and IT service management principles.
• Proven experience in managing IT service teams and delivering high-quality services.
• Exceptional leadership, communication, and interpersonal skills are essential.
• Ability to manage budgets and resources efficiently to achieve business objectives.
• Demonstrated ability to collaborate with cross-functional teams and manage stakeholders.
• Strong problem-solving skills and ability to devise innovative solutions to complex issues.
• Experience in process improvement and implementing service enhancement initiatives.