IT Service Manager

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.