IT Service Management (ITSM) Manager

Responsibilities

• Lead the development, implementation, and continuous improvement of ITSM processes and practices across the IT organization 
• Manage the ITSM team, providing mentorship, guidance, and professional development opportunities 
• Oversee the performance of the Service Management Process to ensure tasks are being executed accurately and within schedule 
• Establish and monitor service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) 
• Ensure that all ITSM processes and guidelines documents are maintained and kept up-to date as per concurrent changes in the organization  
• Drive the implementation and maturity of ITIL processes including incident, problem, change, release, and knowledge management 
• Create and maintain the service catalog, ensuring accurate service definitions, ownership, and dependencies 
• Lead service review meetings with business stakeholders and IT service owners 
• Develop and implement effective IT service continuity management strategies 
• Establish and chair Change Advisory Boards (CABs) to ensure proper governance of changes 
• Analyze service performance metrics and identify opportunities for process optimization 
• Collaborate with IT leaders to align ITSM practices with business objectives and strategies 
• Develop and implement service reporting frameworks to communicate service performance to stakeholders 
• Build relationships with business units to understand service requirements and expectations 
• Lead major incident reviews and ensure proper problem management practices are followed 
• Ensure compliance with relevant regulations and standards within ITSM processes 
• Develop and maintain ITSM documentation, policies, and procedures 

Requirements

• Bachelor’s degree in information technology, Business Administration, or related field 
• 8+ years of IT Service Management experience in process design, process execution, continual service improvement 
• 3+ years of management experience leading ITSM teams 
• ITIL Expert or ITIL 4 Managing Professional certification 
• Proven experience implementing and maintaining ITSM processes based on ITIL framework 
• Strong knowledge of ITSM tools and platforms (ServiceNow, Jira Service Management, etc.) 
• Experience with process improvement methodologies (Lean, Six Sigma, etc.) 
• Demonstrated success in designing and implementing SLAs and service metrics 
• Strong understanding of Cloud operations and infrastructure services 
• Experience with change management and release management practices 
• Excellent leadership, communication, and stakeholder management skills 
• Strong analytical and problem-solving abilities 
• Experience managing IT service in regulated industries a plus 
• Project management experience and/or certification (PMP, PRINCE2) 

Additional Skills (Good to have)

• Additional certifications such as COBIT, ISO/IEC 20000, DevOps, or Agile 
• Knowledge of enterprise architecture and service design principles 
• Experience with service integration and management (SIAM) frameworks 
• Background in IT governance and compliance frameworks 
• Experience implementing self-service and knowledge management solutions 
• Familiarity with cloud service management concepts 
• Understanding of DevOps practices and how they intersect with ITSM 
• Experience with business relationship management 
• Background in IT vendor management and outsourcing governance 
• Knowledge of IT asset management principles 
• Experience with IT customer satisfaction measurement and improvement 
• Strong presentation skills and experience presenting to executive leadership 
• Understanding of business process management (BPM) methodologies 
• Experience with major ITSM transformations or tool implementations