Job description

The Senior Manager, IT Service is responsible for leading and overseeing the IT Service Management function to ensure high-quality, efficient, and reliable IT support for the organization. This role includes planning, implementing, and managing IT service operations, improving service delivery processes, and ensuring alignment with organizational objectives.

Key responsibilities include:

Lead, mentor, and manage the IT Service team, ensuring high performance and professional growth.

Develop and maintain IT service management policies, procedures, and processes.

Oversee incident, problem, change, and request management to ensure timely resolution and minimal disruption to business operations.

Monitor service level agreements (SLAs) and drive continuous improvement initiatives.

Collaborate with other IT and business units to support project implementations and IT infrastructure changes.

Provide regular reporting on IT service performance, risks, and improvement plans to senior management.

Ensure compliance with internal IT policies, standards, and security requirements.

Responsibilities

Minimum Bachelor’s degree in Computer Science, Information Technology, or a related field; Master’s degree preferred.

5-7 years of experience in IT service management, with at least 3 years in a leadership or managerial role.

Strong understanding of ITIL framework and IT service delivery best practices.

Proven experience in managing IT support teams, service desk operations, and incident/problem/change management.

Experience with IT service management tools (e.g., ServiceNow, Jira, BMC Remedy).

Excellent strategic planning, analytical, and problem-solving skills.

Qualifications

Bachelor’s degree in Computer Science, IT, or related field is required; a Master’s degree is an advantage.

Professional certifications such as ITIL Expert/Intermediate, PMP, COBIT, or relevant management certifications are highly desirable.

Strong knowledge of IT service management frameworks, IT operations, and support tools.

Demonstrated experience in leading IT teams and managing IT service delivery in medium to large organizations.

Exceptional organizational, analytical, and decision-making skills.