Overview
As the IT Service Management (ITSM) Manager, you will be responsible for implementing and leading ITSM function with all service delivery processes. This role involves overseeing the planning, design, and continual improvement of IT services to ensure alignment with business goals and optimal user satisfaction. The ITSM Manager will collaborate with various stakeholders, manage service desk operations, and drive initiatives to enhance overall IT service quality.
RESPONSIBILITIES
- IT Service Delivery:
- Develop and implement ITSM strategies and processes to ensure the consistent delivery of high-quality IT services.
- Collaborate with other IT teams to align service delivery with business needs.
- Service Desk Management:
- Oversee the day-to-day operations of the service desk, ensuring timely incident resolution, request fulfillment, and effective communication with end-users.
- Implement and maintain service desk best practices and standards.
- Process Design and Improvement:
- Lead the design, implementation, and improvement of ITSM processes such as Incident Management, Problem Management, Change Management, and Service Level Management.
- Ensure adherence to ITIL best practices.
- Metrics and Reporting:
- Define and track key performance indicators (KPIs) for ITSM processes.
- Generate regular reports to demonstrate the performance and efficiency of IT services.
- Stakeholder Collaboration:
- Collaborate with internal and external stakeholders to understand business requirements and translate them into ITSM initiatives.
- Foster positive relationships with business units to enhance user satisfaction.
- ITSM Tool Administration:
- Administer and optimize ITSM tools to support service management processes.
- Stay informed about industry best practices and emerging technologies in ITSM.
QUALIFICATIONS
- Proven minimum 12 experience as an ITSM Manager or in a similar IT service management role
- Strong knowledge of ITIL framework and best practices.
- Familiarity with ITSM tools and technologies.
- Excellent leadership and interpersonal skills.
- Effective communication and collaboration abilities.
- Bachelor’s degree in Information Technology, Computer Science, or a related field. Master’s degree is a plus.
- ITIL expert citification mandatory, PMP Certified, Scrum Certified