IT Service Manager
NewBe an early applicant- 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.