Job Description & How to Apply Below
– Job Description
Job Title:
Service Manager / IT Service Management (ITSM) Manager
Department: IT Operations / Service Delivery
Reports To:
Head of IT / Service Delivery Lead
Location:
Onsite / Hybrid / Remote
Role Overview
The Service Manager is responsible for ensuring that IT services are delivered effectively and efficiently, aligned with business needs, and managed according to ITIL best practices. This includes ownership of key IT service processes, governance, reporting, and continuous service improvement.
Key Responsibilities
1. IT Service Management (ITSM)
Own and manage key ITIL processes such as Incident, Service Request, Problem, Change, and Asset Management.
Ensure adherence to ITSM policies, process workflows, and documentation standards.
Drive consistency and governance across IT service delivery teams.
2. Service Delivery & Operations
Monitor service performance and ensure SLA/OLA compliance.
Coordinate with cross-functional teams (Infra, Network, EUC, Security) to ensure timely resolution of issues.
Lead major incident calls, provide communication updates, and ensure post‑incident reviews.
3. Customer & Stakeholder Management
Act as the primary point of contact between IT and business stakeholders.
Conduct regular service review meetings with departments/business units.
Manage escalations, ensuring customer satisfaction.
4. Reporting & Analytics
Prepare and present service performance dashboards, SLA reports, and trend analysis.
Use metrics to identify service gaps and recommend improvements.
Maintain service catalog and service portfolio documentation.
5. Continuous Service Improvement (CSI)
Lead initiatives to optimize processes, reduce incidents, and improve customer experience.
Conduct root cause analysis (RCA) and implement corrective/preventive actions.
Automate repetitive tasks through workflows or scripts (where applicable).
6. ITSM Tools & Governance
Administer and enhance ITSM platforms (Service Now, Jira Service Management, Fresh service, BMC Remedy, etc.).
Ensure data quality: CMDB accuracy, ticket hygiene, service catalog integrity.
Drive adoption of ITSM processes across technical teams.
7. Compliance & Audit
Ensure IT processes comply with internal controls, security, governance, and audit requirements.
Support IT audits and provide evidence for compliance reviews.
Required
Skills & Qualifications
Technical Skills
Strong understanding of ITIL framework (Incident, Problem, Change Management).
Experience with ITSM tools (Service Now, Jira Service Mgmt., Fresh service, Remedy).
Knowledge of SLA/OLA management, service reporting, and operational governance.
Familiarity with IT infrastructure, EUC, cloud, and network fundamentals.
Soft Skills
Excellent communication and stakeholder management skills.
Strong analytical and decision‑making abilities.
Ability to lead cross‑functional teams and handle high‑pressure situations.
Customer‑centric mindset.
Education & Experience
Bachelor’s degree in IT, Computer Science, or related field.
5–10+ years of experience in IT Service Management or Service Delivery.
ITIL Foundation v3/v4 (required).
ITIL Intermediate/Expert or COBIT certification (preferred).
Preferred (Nice-to-Have)
Experience managing major incidents (MIM role).
Knowledge of automation tools / workflow engines.
Experience working in an Agile or Dev Ops environment.
Familiarity with ISO 20000 or ISO 27001 standards.
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