Manager/Senior Manager - IT Service Delivery

Job Title: IT Service Management (ITSM) Manager

Position Overview: We are seeking an experienced and strategic IT Service Management (ITSM) Manager to lead the IT Service Management function within our organization. This role will be responsible for defining and implementing strategies, frameworks, and processes that ensure efficient and effective delivery of IT services across the enterprise. The ideal candidate will possess strong leadership skills, deep technical expertise in ITSM frameworks, and a proven ability to drive transformational change and innovation within the IT service landscape.

Essential Job Functions:

- Strategy Development & Execution: Develop and implement strategies, policies, and procedures aligned with industry best practices (e.g., ITIL framework) to optimize IT service delivery, support business objectives, and drive operational efficiency.

- Team Leadership & Management: Lead and manage a team of ITSM professionals, including Operations Managers, to ensure effective tool configuration and alignment with organizational goals and priorities.

- Performance Monitoring & Improvement: Establish and monitor key performance indicators (KPIs), metrics, and benchmarks to assess ITSM performance, identify areas for improvement, and lead continuous service improvement initiatives.

- Stakeholder Collaboration: Work closely with IT leadership, stakeholders, and business units to understand service requirements, prioritize initiatives, and ensure alignment of ITSM activities with business objectives.

- Process Adoption & Compliance: Drive the adoption and compliance of ITSM processes across the organization, ensuring adherence to service level agreements (SLAs), operational standards, and regulatory requirements.

- ITSM Tool Management: Lead the implementation and optimization of ITSM tools (e.g., ServiceNow) to automate workflows, streamline processes, and enhance the end-user experience.

- Strategic Guidance: Provide strategic guidance and recommendations to senior management on ITSM trends, technologies, and industry standards to drive innovation and competitive advantage.

- Vendor Management: Manage relationships, contracts, and service level agreements (SLAs) with third-party service providers supporting ITSM operations.

- Resource Planning: Develop and manage resource allocation and staffing plans to meet current and future operational needs.

- Reporting & Analysis: Prepare and present regular reports, analyses, and recommendations to senior management on ITSM performance, projects, and initiatives.

- Knowledge Sharing: Lead best practice sharing initiatives within the Managed Services team and focus on continuous training and development of the operations teams.

- Governance & IP Development: Contribute to the development and management of Governance Services intellectual property (IP) within the organization.

Qualifications:

Education: Bachelor's degree in Computer Science, Information Technology, Business Management, or a related field (Master's degree preferred).

Experience: 12-16 years of experience in IT Service Management or related roles, with at least 3-5 years in a senior managerial position.

Certifications:

- ITIL Foundation (Expert/Intermediate level), with higher-level ITIL certifications preferred.

- PMP or Six Sigma certifications are a plus.

Requirements:

- Extensive ITSM Experience: Proven experience (12+ years) in IT Service Delivery Management, including leadership roles in ITSM strategy development and team management within complex organizational environments.

- Technical Expertise: Strong understanding of ITSM frameworks such as ITIL and COBIT, with practical experience in implementing and optimizing ITSM tools and technologies (e.g., ServiceNow).

- Leadership Skills: Excellent leadership, interpersonal, and communication skills, with the ability to influence and collaborate effectively at all organizational levels.

- Analytical Mindset: Strong problem-solving abilities and a strategic approach to driving continuous improvement and operational excellence.

- Industry Knowledge: Familiarity with current ITSM trends, technologies, and industry standards that enable the delivery of innovative and cost-effective solutions.

- Vendor & Stakeholder Management: Experience managing vendor relationships, contracts, and SLAs for third-party IT service providers.

- Reporting & Communication: Skilled in preparing and presenting reports, analyses, and recommendations to senior management and stakeholders.

- Cultural Sensitivity: Ability to work effectively in culturally diverse teams and environments.

- Time Management: Proven ability to meet deadlines and manage multiple priorities in a high-pressure environment.

- Self-Motivated: Capable of working independently with minimal supervision and flexible in adapting to an unstructured work environment.

- Proficiency with MS Office: Well-versed in MS Office tools (Outlook, Word, PowerPoint, Excel) and general Internet usage.