IT Service Manager

Job Description

We are seeking an experienced IT Service Manager to oversee our IT service delivery and enhance operational efficiency. The successful candidate will work closely with cross-functional teams to ensure that IT services meet business needs and client expectations.

Responsibilities

• Direct and manage the implementation of IT service management frameworks.
• Enhance customer satisfaction through effective IT service delivery.
• Utilise data analytics to drive decisions and service enhancements.
• Collaborate with technical teams to ensure service continuity and support.
• Develop training resources for staff to ensure high standards of service delivery.
• Ensure effective communication between IT and business units regarding service performance.
• Manage team performance, conducting performance reviews and development plans.
• Establish best practice frameworks for incident and problem management.

Requirements

Education

• Bachelor's degree in Computer Science or Information Systems
• Advanced certification in IT Service Management preferred

Experience

• 5+ years of managerial experience in IT services

Technical Skills

• ServiceNow
• Data Analysis

Soft Skills

• Analytical Thinking
• Conflict Resolution

Certifications

• Certified Information Systems Security Professional (CISSP)
• Scrum Master Certification

Languages

• English: Fluent

Advantageous

• Experience with automation tools: Hands-on experience with automation for service processes.
• Understanding of cybersecurity principles: Knowledge of cybersecurity practices relevant to IT service management.

Benefits

• Health, dental, and vision coverage
• Employee assistance programs
• Annual performance bonuses
• Professional certification reimbursement

Company Culture

• Integrity: We uphold the highest standards of integrity in our interactions.
• Respect: Respect and dignity are fundamental to our workplace environment.
• Continuous Improvement: We are committed to continuous improvement in processes and personal development.