What you’ll do
As the Manager, IT Service Management you will be responsible for the IT service management framework that supports the delivery of IT services to the organization. You will develop the overall product vision and strategy for ITSM. You will also oversee the design, implementation, and continuous improvement of the ITSM processes, policies, and procedures, ensuring that they align with the organization’s business objectives and support the achievement of service level agreements (SLAs). Specifically, you will:
– Manage the ITSM team, providing leadership and day-to-day direction, and ensuring that team members are trained and motivated to deliver high-quality services.
– Design, implement, and manage the IT service management framework for core processes (e.g., incident, change, problem, and configuration management) and develop framework for a 24×7 follow the sun support model.
– Take on product ownership for Jira Service Management (JSM) and own the customer experience for end-users and service agents.
– Ensure that the ITSM processes and procedures are aligned with ITIL (Information Technology Infrastructure Library) best practices.
– Develop and manage the permit to operate processes.
– Develop and maintain service level agreements (SLAs) with stakeholders, ensuring that they are achievable and meet business requirements.
– Monitor and measure the performance of IT services against SLAs and identify areas for improvement.
– Work with other IT teams, vendors, and stakeholders to ensure that IT services are delivered efficiently and effectively.
– Identify and manage risks associated with ITSM processes and procedures and implement measures to mitigate those risks.
– Bachelor’s degree in computer science, Information Systems, or a related field
– ITIL Foundation certification (higher levels preferred).
– At least 5 years of experience in ITSM, with experience in designing, implementing, and managing ITSM processes and procedures.
– Strong knowledge of ITSM best practices, frameworks, and methodologies.
– Experience with Atlassian Jira Service Management.
– Excellent leadership and management skills, with the ability to motivate and develop a team.
– Strong analytical and problem-solving skills, with the ability to identify and resolve complex ITSM issues.
– Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
– Project management skills, with the ability to manage multiple projects simultaneously.
– Interest in self-education on developments in ITSM best practices and technologies, and ability to make recommendations for their adoption.
– Commitment to the highest ethical standards.