Job Description

The IT Service Manager will play a critical role in managing and improving the IT service delivery processes within an organization. You will be responsible for ensuring the efficient and effective provision of IT services to meet the needs of internal users and external customers. In addition, you will collaborate with cross-functional teams, oversee service level agreements (SLAs), and drive continuous improvement initiatives to enhance service quality and customer satisfaction.
Responsibilities:
1. Service Delivery Management:

• Develop and implement strategies to deliver high-quality IT services, ensuring alignment with business goals and customer requirements
• Monitor and manage service level agreements (SLAs) to meet or exceed agreed-upon service targets and performance metrics
• Identify opportunities for service improvement, streamline service delivery processes, and implement best practices
• Proactively manage customer expectations, communicate service disruptions or changes, and provide regular updates to stakeholders

2. Incident and Problem Management:

• Oversee the resolution of IT incidents and problems, ensuring timely and effective response and resolution
• Collaborate with support teams to prioritize and escalate incidents based on their impact on business operations
• Conduct thorough root cause analysis for major incidents, identify underlying issues, and implement preventive measures
• Continuously improve incident and problem management processes, aiming to reduce recurring incidents and minimize downtime

3. Change and Release Management:

• Manage the change and release management processes, ensuring that changes are properly assessed, approved, and implemented
• Coordinate with stakeholders to plan and schedule changes, communicate impact and risk assessments, and coordinate testing and deployment activities
• Conduct post-implementation reviews to evaluate the success of changes and releases, capturing lessons learned and driving continuous improvement

4. Service Reporting and Metrics:

• Develop and maintain service reporting mechanisms and metrics to measure the performance and effectiveness of IT services
• Generate regular reports and dashboards to provide insights into service delivery, key performance indicators (KPIs), and trends
• Analyze service data to identify areas for improvement, track service improvement initiatives, and report on service performance to stakeholders

5. Vendor and Supplier Management:

• Collaborate with vendors and suppliers to ensure the delivery of high-quality products and services
• Manage vendor relationships, including contract negotiation, performance monitoring, and periodic service reviews
• Stay updated with industry trends and emerging technologies, evaluating vendors and recommending innovative solutions to enhance service delivery