IT Service Manager (225-925)

An IT Service Manager plays a crucial role in overseeing the delivery of IT services to an organization's clients or internal teams. This position involves managing a team of IT service professionals, coordinating projects, ensuring client satisfaction, and maintaining efficient service delivery in line with organizational standards. The IT Service Manager needs to have a working knowledge of current IT infrastructures, excellent interpersonal skills for client and team interactions, and the ability to formulate strategies that drive improvement and efficiency. The dynamic nature of this role means that individuals must be proactive, adept at problem-solving, and possess a robust understanding of IT service management frameworks, such as ITIL. This position often serves as the bridge between technical teams and clients, ensuring that both technical and business objectives are met seamlessly.

Responsibilities

• Manage and lead the IT service team to ensure efficient service delivery.
• Develop and implement policies and procedures for IT service management.
• Act as the primary point of contact for all major IT service issues.
• Ensure that IT services meet or exceed client expectations and SLAs.
• Review and analyze service reports to identify areas for improvement.
• Plan and coordinate the implementation of new IT service projects or enhancements.
• Liaise with other departments to enhance the efficiency and effectiveness of IT services.
• Monitor IT service processes and performance metrics to ensure optimal operations.
• Oversee budget allocations and control costs related to IT service delivery.
• Execute risk management practices to mitigate potential service delivery issues.
• Facilitate training and development activities for team members to enhance skills.
• Collaborate with vendors and suppliers to ensure high-quality service solutions.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Proven experience in IT service management, preferably in a leadership role.
• Strong understanding of ITIL or other IT service management frameworks.
• Excellent communication and interpersonal skills for team and client interaction.
• Ability to lead and manage a team effectively within a fast-paced environment.
• Demonstrated ability to analyze complex issues and develop efficient solutions.
• Experience in budget management and financial analysis in IT service contexts.