IT Service Manager (SN0740)
Job Description
We are seeking an experienced IT Service Manager to lead and coordinate our Service Desk and Technical Support teams across multiple international projects.
- This role is responsible for ensuring operational integrity, service reliability, and compliance with SLAs while driving process improvements using ITIL best practices.
- If you have a strong background in IT service operations, ITSM tools, and Agile methodologies, we want you to be a part of our team!
Key Responsibilities
- Lead and coordinate the Service Desk and Technical Support teams to ensure smooth operations across global projects.
- Oversee the operational integrity of IT services and technologies, ensuring timely and efficient service delivery.
- Manage IT Facilities within the company’s data center or external environments (client premises, private/government cloud).
- Ensure compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), both internally and externally.
- Implement and oversee ITIL Service Operations processes such as event management, incident management, and request fulfillment.
- Collaborate with development teams to integrate ITIL processes into product design and ensure seamless service transitions.
- Utilize IT Service Management (ITSM) tools to monitor and report on service performance, identifying areas for improvement.
- Resolve conflicts and remove obstacles, ensuring service continuity and efficiency.
- Drive continuous improvement initiatives, leveraging Agile methodologies to optimize IT service operations.
Required Skills & Qualifications
- Bachelor’s degree in IT, Computer Science, or a related field.
- ITIL Foundation Certification (or higher).
- 8+ years of experience in IT Service/Operations Management, handling critical systems and modern service management tools.
- IT projects using Agile methodologies.
- ITIL-compliant ITSM tools
- building, deploying, and updating IT services
- Excellent problem-solving and conflict resolution skills.
Preferred Qualifications
- DevOps certification
- Agile methodologies
- Project Management methodologies
- 10+ years of IT Service/Operations Management
Languages
- English
Hiring Team Member
