Lead IT Service Manager

About the Role :

We are seeking an individual with in-depth expertise in Incident and Problem Management and a passion for driving operational excellence within a global enterprise environment. This position requires an individual who can lead complex service resolution initiatives, mentor teams, and implement proactive strategies to minimize disruptions and improve resilience.

Experience, Education, Skills, And Accomplishments :

- 7 years of experience in IT Service Management, with proven leadership in Incident and Problem Management.

- Strong knowledge of ITIL V3/V4 frameworks and best practices.

- Experience conducting Post Incident Review, Root Cause Analysis (RCA), and implementing Corrective and Preventive Actions (CAPA).

- Ability to monitor and analyse SLAs and KPIs, driving continuous improvement.

- Hands-on experience with tools such as ServiceNow, PagerDuty, and monitoring platforms (Centreon, Datadog, Pingdom).

- Excellent stakeholder management and communication skills.

- Strong mentoring and team development capabilities.

Tech Stack/Preferred Skills :

- ITIL V3/V4 Foundation Certification (advanced certifications preferred).

- Exposure to Public or Private Cloud environments.

- Experience creating and maintaining documentation using Confluence or similar tools.

Responsibilities :

- Drive Problem Management programs: RCA, CAPA, and proactive measures to prevent recurrence.

- Monitor and optimize team performance metrics.

- Conduct Post-Incident Reviews and publish actionable insights.

- Provide advanced technical guidance and escalation support.

- Mentor and train cross-functional team members.

- Govern documentation and reporting for incidents and problems.

- Recommend automation and process enhancements.

Hours of Work :

- Full-time, 45 hrs/week.

- Rotational shifts to support global operations.

Skills

ServiceNow, ITIL, Incident Management, Problem Management, Datadog, Cloud, IT Operations, Technical Architect