IT Service Management Manager

Position Overview: IT Service Management Manager

We are seeking a strategic and experienced IT Service Management Manager for our IT Service Management function. This role will be responsible for defining and implementing strategies, frameworks, and processes to ensure efficient and effective delivery of IT services across the organization. This position requires strong leadership skills, technical expertise in ITSM frameworks, and the ability to drive transformational change and innovation.

Essential Job Functions

• Develop and execute strategies, policies, and procedures aligned with industry best practices (e.g., ITIL framework) to optimize IT service delivery, support business objectives, and drive operational efficiency.
• Lead and manage a team of professionals, including Ops Managers, leading tool configuration, ensuring alignment with organizational goals and priorities.
• Establish and monitor key performance indicators (KPIs), metrics, and benchmarks to assess ITSM performance, identify areas for improvement, and drive continuous service improvement initiatives.
• Collaborate with IT leadership, stakeholders, and business units to understand service requirements, prioritize initiatives, and align ITSM activities with business objectives.
• Drive the adoption and compliance of processes across the organization, ensuring adherence to service level agreements (SLAs), operational standards, and regulatory requirements.
• Lead the implementation and optimization of ITSM tool (e.g., ServiceNow) to automate workflows, streamline processes, and enhance the end-user experience.
• Provide strategic guidance and recommendations to senior management on ITSM trends, technologies, and industry standards to drive innovation, cost-effective solutions, and competitive advantage.
• Manage vendor relationships, contracts, and service level agreements (SLAs) for third-party service providers supporting ITSM operations.
• Develop and manage resource allocation and staffing plans to support current and future operational needs.
• Prepare and present regular reports, analyses, and recommendations to senior management and stakeholders on ITSM performance, projects, and initiatives.
• Lead best sharing practices within the Managed Services.
• Focus on constant training and development of the operations teams.
• Responsible for contribution in the development of Governance Services IP.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent work experience); Master’s degree preferred.
• Proven experience (12+ years) in IT service management or related roles, with demonstrated leadership experience in defining and implementing ITSM strategies and managing ITSM teams in complex organizational environments.
• Strong technical expertise in ITSM frameworks (e.g., ITIL, COBIT).
• Experience with ITSM tools and technologies, including implementation, optimization, and integration with other IT systems and platforms.
• Excellent leadership, interpersonal, and communication skills, with the ability to influence and collaborate effectively at all organizational levels.
• Strong analytical and problem-solving abilities, with a strategic mindset and a focus on driving continuous improvement and operational excellence.
• ITIL Expert certification or higher-level ITIL certifications preferred.
• Proven track record of successfully leading ITSM programs, initiatives, and projects.
• Excellent inter-personal skills with an ability to work in a culturally diverse environment and teams.
• Well conversant with MS Office (Outlook, Word, PowerPoint, Excel) and usage of the Internet.
• Time management – Ability to meet deadlines and work under pressure.
• Self-motivated and able to work independently with limited supervision.
• Flexible on timings and willingness to work in an unstructured environment.
• Familiarity with the tools, concepts, and methodologies of quality management.

Key skills/competency

• ITIL Framework
• ITSM Strategy
• ServiceNow Implementation
• Leadership & Team Management
• Process Optimization
• Vendor Management
• KPI Monitoring
• Continuous Improvement
• Stakeholder Collaboration
• Change Management