Job Summary
The IT Service Manager is responsible for managing and improving IT service delivery across the organization. This role ensures that IT services align with business needs, meet agreed service levels, and are delivered efficiently. The IT Service Manager oversees incident management, problem resolution, service improvement initiatives, vendor coordination, and compliance with IT service management best practices such as ITIL.
Key Responsibilities
- Manage end-to-end IT service delivery to ensure high availability and performance
- Monitor and maintain Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Lead incident, problem, and change management processes
- Coordinate with internal IT teams and external vendors for issue resolution
- Ensure minimal downtime and quick recovery from service disruptions
- Drive continuous service improvement initiatives
- Oversee service desk operations and escalated support issues
- Conduct root cause analysis for major incidents
- Prepare service performance reports for management review
- Manage IT service transition for new applications and infrastructure
- Ensure compliance with security, governance, and regulatory requirements
- Develop and maintain IT service management policies and procedures
- Collaborate with business stakeholders to align IT services with organizational goals
Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or related field
- 5+ years of experience in IT operations/service management
- Strong knowledge of IT Service Management frameworks
- Experience with incident, problem, and change management
- Familiarity with IT infrastructure, cloud services, and enterprise applications
- Experience with service management tools such as ServiceNow, Jira Service Management, or BMC Remedy
Preferred Certifications
- ITIL Foundation Certification
- PMP
- COBIT
- Cloud certifications (e.g., AWS / Azure)
Required Skills
- Strong leadership and stakeholder management
- Excellent troubleshooting and analytical skills
- Communication and presentation skills
- Vendor management
- Risk assessment and mitigation
- Process improvement mindset
Key Performance Indicators (KPIs)
- SLA compliance rate
- Incident resolution time
- Service availability
- Customer satisfaction score
- Change success rate
- Reduction in recurring incidents