IT Service Manager

• Job Summary: Responsible for managing the delivery of moderately complex IT services or assisting in the management of more complex services. In essence, overseeing the day-to-day service operations, ensuring they are being delivered in accordance with the agreed-upon SLAs and with high levels of customer satisfaction, and managing any issues or incidents that may arise. Ensure that all ITSM processes (e.g., knowledge management, incident management, and problem management) are properly followed. Support IT budget management and ensure compliance with relevant IT policies and regulations.

• Service Roadmap & Lifecycle Management: Oversee the service lifecycle, from requirements through development until deployment and maintenance, ensuring adherence to performance, availability, and security/compliance.
• Performance Monitoring and Reporting: Monitor and report on the performance of services and applications and oversee the resolution of issues; ensure adherence to the SLAs and KPIs. Prepare monthly performance reports and presentations for leadership.
• Budgeting: Support budget-related activities for application maintenance and related roadmap/investments.
• IT Service Continuity: Ensure plans for IT service continuity (e.g., disaster recovery) are defined, maintained, tested, and kept accurate.
• Security & Compliance: Ensure service plans and roadmap also include and adhere to security standards, incl. patching, etc.
• Training: Provide training and support to end-users and ensure support teams have sufficient knowledge and required skills.
• Continuous Improvement: Encourage continuous improvement and innovation. Review service performance data to identify opportunities for process improvements. Participate in problem management meetings to identify root causes of recurring incidents.
• Customer relations & satisfaction: Monitor customer satisfaction and address any issues or concerns on time.
• Vendor Management: Be engaged with vendors and service providers related to operational aspects of their delivery and service improvements.