IT Service Manager

• Ensure that IT metrics are aligned with organizational goals, ITIL processes, and service management standards.
• Oversee the collection and management of data related to IT operations, including service delivery, processes management, system performance, and user satisfaction.
• Provide insights into service performance, operational efficiency, resource utilization, and business impact, highlighting areas for improvement.
• Lead the design of executive-level reports that provide clear, concise, and actionable metrics that guide IT strategy and business decisions
• Report on SLA performance, highlighting any trends or issues and providing recommendations for improvement.
• Lead and oversee the configuration, integration, and management of ITSM tools to ensure that they support the organization's needs and workflows.
• Lead initiatives to enhance the knowledge base, including improving content quality, usability, and knowledge-sharing culture.
• Regularly audit and update team documentation content to ensure its relevance and accuracy.
• Develop, negotiate, and maintain service level agreements (SLAs) and operational level agreements (OLAs) with IT.
• Experience working with vendors and service providers, including contract negotiations, performance management, and relationship building.

Requirements

• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field (preferred).
• 6 -8 years of experience.
• ITIL certification (Foundation, Intermediate, or Practitioner) is often required; other certifications like PMP or COBIT may be beneficial.
• A solid understanding of IT infrastructure, service management tools (e.g., ServiceNow, BMC Remedy), and relevant IT technologies.
• Leadership Skills: Strong leadership abilities with experience managing a team, motivating others, and driving results.
• In-depth understanding of ITIL frameworks and best practices, with ITIL certification (e.g., ITIL Foundation or Practitioner) often preferred.