IT Service Manager

Belgrade, Nišava

IT and Telecommunication

On-site 3-5 Years Of Professional Experience

Short Description

On behalf of our client, an American multinational tobacco company, Philip Morris International, Manpower Serbia is searching for motivated candidates to take the challenge and successfully fulfill the position of IT Service Manager.

Description

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.

Key Responsibilities:

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.

Requirements

Education or strong background in IT.
3–5 years of experience in IT, including 1–2 years of experience in a service management or application support role, is required.
Experience in managing app development and maintenance.
Strong understanding of service management principles and practices.
Familiarity with ITIL and Agile ways of working.
Strong analytical and problem-solving skills.
Familiarity with IT service management tools and software is a plus (ServiceNow and Jira).
Customer-focused mindset, ability to deliver user excellence, understand the end user needs and expectations, and drive satisfaction levels.
Excellent communication, interpersonal, networking, and stakeholder management skills.
Ability to work collaboratively in a team environment.