Job Summary
Job Summary The ITSM Manager is responsible for leading and governing IT Service Management processes across the organization, ensuring service delivery excellence, operational efficiency, and alignment with business objectives. The role drives ITIL-based best practices, service governance, continual service improvement, SLA compliance, and stakeholder satisfaction across Infrastructure, Cloud, Network, Service Desk, EUC, Applications, and Vendor ecosystems. ________________________________________ Key Responsibilities Service Management Governance • Own and govern ITSM processes including: o Incident Management o Major Incident Management o Problem Management o Change Management o Service Request Management o Knowledge Management o Service Level Management o Configuration Management (CMDB) • Ensure adherence to ITIL best practices and organizational policies. • Lead Continual Service Improvement (CSI) initiatives. Service Delivery Excellence • Drive achievement of SLA, KPI, and customer satisfaction targets. • Monitor service performance and operational metrics. • Review recurring incidents and implement preventive measures. • Ensure timely resolution of high-priority and business-critical incidents. Stakeholder & Customer Management • Act as the primary escalation point for service management issues. • Build strong relationships with business leaders and key stakeholders. • Conduct regular service review meetings and executive presentations. • Communicate service performance, risks, and improvement plans. Change & Risk Management • Participate in CAB (Change Advisory Board) meetings. • Ensure effective assessment of change risks and business impacts. • Improve change success rates and minimize service disruptions. • Drive operational risk reduction initiatives. Process Improvement & Automation • Identify opportunities to automate service workflows. • Enhance ITSM platform utilization (ServiceNow, BMC Remedy, Jira Service Management, etc.). • Implement process improvements to improve efficiency and user experience. • Promote data-driven decision-making using dashboards and analytics. Team Leadership • Lead and mentor ITSM analysts, process owners, and service managers. • Establish performance objectives and development plans. • Drive accountability, service ownership, and operational excellence. • Support training and ITIL adoption initiatives. Vendor Management • Manage third-party service providers and support partners. • Review contractual obligations and SLA compliance. • Conduct vendor performance reviews and governance meetings. Audit & Compliance • Ensure compliance with audit requirements, regulatory standards, and internal controls. • Support ISO 20000, ISO 27001, SOC, and other compliance frameworks where applicable. • Maintain process documentation and operational records. ________________________________________ Required Qualifications Experience • 8–15 years of IT Operations and Service Management experience. • Minimum 3–5 years leading ITSM teams and processes. • Experience managing enterprise-scale IT environments. • Strong understanding of IT Infrastructure, Cloud, Network, End User Computing, and Service Desk operations. ________________________________________ Required Certifications • ITIL V4 Foundation (Mandatory) • ITIL Managing Professional (Preferred) • PMP / PRINCE2 (Preferred) • Lean Six Sigma Green Belt (Preferred) • ServiceNow Certifications (Preferred) ________________________________________ Key Skills Functional Skills • ITIL Framework • Incident & Problem Management • Change Management • Service Governance • SLA Mana
Key Responsibilities
Job Summary The ITSM Manager is responsible for leading and governing IT Service Management processes across the organization, ensuring service delivery excellence, operational efficiency, and alignment with business objectives. The role drives ITIL-based best practices, service governance, continual service improvement, SLA compliance, and stakeholder satisfaction across Infrastructure, Cloud, Network, Service Desk, EUC, Applications, and Vendor ecosystems. ________________________________________ Key Responsibilities Service Management Governance • Own and govern ITSM processes including: o Incident Management o Major Incident Management o Problem Management o Change Management o Service Request Management o Knowledge Management o Service Level Management o Configuration Management (CMDB) • Ensure adherence to ITIL best practices and organizational policies. • Lead Continual Service Improvement (CSI) initiatives. Service Delivery Excellence • Drive achievement of SLA, KPI, and customer satisfaction targets. • Monitor service performance and operational metrics. • Review recurring incidents and implement preventive measures. • Ensure timely resolution of high-priority and business-critical incidents. Stakeholder & Customer Management • Act as the primary escalation point for service management issues. • Build strong relationships with business leaders and key stakeholders. • Conduct regular service review meetings and executive presentations. • Communicate service performance, risks, and improvement plans. Change & Risk Management • Participate in CAB (Change Advisory Board) meetings. • Ensure effective assessment of change risks and business impacts. • Improve change success rates and minimize service disruptions. • Drive operational risk reduction initiatives. Process Improvement & Automation • Identify opportunities to automate service workflows. • Enhance ITSM platform utilization (ServiceNow, BMC Remedy, Jira Service Management, etc.). • Implement process improvements to improve efficiency and user experience. • Promote data-driven decision-making using dashboards and analytics. Team Leadership • Lead and mentor ITSM analysts, process owners, and service managers. • Establish performance objectives and development plans. • Drive accountability, service ownership, and operational excellence. • Support training and ITIL adoption initiatives. Vendor Management • Manage third-party service providers and support partners. • Review contractual obligations and SLA compliance. • Conduct vendor performance reviews and governance meetings. Audit & Compliance • Ensure compliance with audit requirements, regulatory standards, and internal controls. • Support ISO 20000, ISO 27001, SOC, and other compliance frameworks where applicable. • Maintain process documentation and operational records. ________________________________________ Required Qualifications Experience • 8–15 years of IT Operations and Service Management experience. • Minimum 3–5 years leading ITSM teams and processes. • Experience managing enterprise-scale IT environments. • Strong understanding of IT Infrastructure, Cloud, Network, End User Computing, and Service Desk operations. ________________________________________ Required Certifications • ITIL V4 Foundation (Mandatory) • ITIL Managing Professional (Preferred) • PMP / PRINCE2 (Preferred) • Lean Six Sigma Green Belt (Preferred) • ServiceNow Certifications (Preferred) ________________________________________ Key Skills Functional Skills • ITIL Framework • Incident & Problem Management • Change Management • Service Governance • SLA Mana
Skill Requirements
Job Summary The ITSM Manager is responsible for leading and governing IT Service Management processes across the organization, ensuring service delivery excellence, operational efficiency, and alignment with business objectives. The role drives ITIL-based best practices, service governance, continual service improvement, SLA compliance, and stakeholder satisfaction across Infrastructure, Cloud, Network, Service Desk, EUC, Applications, and Vendor ecosystems. ________________________________________ Key Responsibilities Service Management Governance • Own and govern ITSM processes including: o Incident Management o Major Incident Management o Problem Management o Change Management o Service Request Management o Knowledge Management o Service Level Management o Configuration Management (CMDB) • Ensure adherence to ITIL best practices and organizational policies. • Lead Continual Service Improvement (CSI) initiatives. Service Delivery Excellence • Drive achievement of SLA, KPI, and customer satisfaction targets. • Monitor service performance and operational metrics. • Review recurring incidents and implement preventive measures. • Ensure timely resolution of high-priority and business-critical incidents. Stakeholder & Customer Management • Act as the primary escalation point for service management issues. • Build strong relationships with business leaders and key stakeholders. • Conduct regular service review meetings and executive presentations. • Communicate service performance, risks, and improvement plans. Change & Risk Management • Participate in CAB (Change Advisory Board) meetings. • Ensure effective assessment of change risks and business impacts. • Improve change success rates and minimize service disruptions. • Drive operational risk reduction initiatives. Process Improvement & Automation • Identify opportunities to automate service workflows. • Enhance ITSM platform utilization (ServiceNow, BMC Remedy, Jira Service Management, etc.). • Implement process improvements to improve efficiency and user experience. • Promote data-driven decision-making using dashboards and analytics. Team Leadership • Lead and mentor ITSM analysts, process owners, and service managers. • Establish performance objectives and development plans. • Drive accountability, service ownership, and operational excellence. • Support training and ITIL adoption initiatives. Vendor Management • Manage third-party service providers and support partners. • Review contractual obligations and SLA compliance. • Conduct vendor performance reviews and governance meetings. Audit & Compliance • Ensure compliance with audit requirements, regulatory standards, and internal controls. • Support ISO 20000, ISO 27001, SOC, and other compliance frameworks where applicable. • Maintain process documentation and operational records. ________________________________________ Required Qualifications Experience • 8–15 years of IT Operations and Service Management experience. • Minimum 3–5 years leading ITSM teams and processes. • Experience managing enterprise-scale IT environments. • Strong understanding of IT Infrastructure, Cloud, Network, End User Computing, and Service Desk operations. ________________________________________ Required Certifications • ITIL V4 Foundation (Mandatory) • ITIL Managing Professional (Preferred) • PMP / PRINCE2 (Preferred) • Lean Six Sigma Green Belt (Preferred) • ServiceNow Certifications (Preferred) ________________________________________ Key Skills Functional Skills • ITIL Framework • Incident & Problem Management • Change Management • Service Governance • SLA Mana
Other Requirements
Job Summary The ITSM Manager is responsible for leading and governing IT Service Management processes across the organization, ensuring service delivery excellence, operational efficiency, and alignment with business objectives. The role drives ITIL-based best practices, service governance, continual service improvement, SLA compliance, and stakeholder satisfaction across Infrastructure, Cloud, Network, Service Desk, EUC, Applications, and Vendor ecosystems. ________________________________________ Key Responsibilities Service Management Governance • Own and govern ITSM processes including: o Incident Management o Major Incident Management o Problem Management o Change Management o Service Request Management o Knowledge Management o Service Level Management o Configuration Management (CMDB) • Ensure adherence to ITIL best practices and organizational policies. • Lead Continual Service Improvement (CSI) initiatives. Service Delivery Excellence • Drive achievement of SLA, KPI, and customer satisfaction targets. • Monitor service performance and operational metrics. • Review recurring incidents and implement preventive measures. • Ensure timely resolution of high-priority and business-critical incidents. Stakeholder & Customer Management • Act as the primary escalation point for service management issues. • Build strong relationships with business leaders and key stakeholders. • Conduct regular service review meetings and executive presentations. • Communicate service performance, risks, and improvement plans. Change & Risk Management • Participate in CAB (Change Advisory Board) meetings. • Ensure effective assessment of change risks and business impacts. • Improve change success rates and minimize service disruptions. • Drive operational risk reduction initiatives. Process Improvement & Automation • Identify opportunities to automate service workflows. • Enhance ITSM platform utilization (ServiceNow, BMC Remedy, Jira Service Management, etc.). • Implement process improvements to improve efficiency and user experience. • Promote data-driven decision-making using dashboards and analytics. Team Leadership • Lead and mentor ITSM analysts, process owners, and service managers. • Establish performance objectives and development plans. • Drive accountability, service ownership, and operational excellence. • Support training and ITIL adoption initiatives. Vendor Management • Manage third-party service providers and support partners. • Review contractual obligations and SLA compliance. • Conduct vendor performance reviews and governance meetings. Audit & Compliance • Ensure compliance with audit requirements, regulatory standards, and internal controls. • Support ISO 20000, ISO 27001, SOC, and other compliance frameworks where applicable. • Maintain process documentation and operational records. ________________________________________ Required Qualifications Experience • 8–15 years of IT Operations and Service Management experience. • Minimum 3–5 years leading ITSM teams and processes. • Experience managing enterprise-scale IT environments. • Strong understanding of IT Infrastructure, Cloud, Network, End User Computing, and Service Desk operations. ________________________________________ Required Certifications • ITIL V4 Foundation (Mandatory) • ITIL Managing Professional (Preferred) • PMP / PRINCE2 (Preferred) • Lean Six Sigma Green Belt (Preferred) • ServiceNow Certifications (Preferred) ________________________________________ Key Skills Functional Skills • ITIL Framework • Incident & Problem Management • Change Management • Service Governance • SLA Mana