I. BASIC PURPOSE / JOB BRIEF:

The IT Service Management (ITSM) Manager is responsible for overseeing the implementation, operation, and continual improvement of IT service management processes across the organization. The role ensures that IT services are delivered effectively and efficiently, meeting both business needs and customer expectations. The ITSM Manager will work closely with ITSM Director and other IT departments to drive process improvements, manage service delivery, and ensure compliance with industry standards, with a focus on optimizing service quality, minimizing downtime, and enhancing customer satisfaction.

II. MAJOR RESPONSIBILITIES AND DUTIES:

Service Management Processes

• Oversee the implementation and management of ITIL-based processes such as Incident Management, Problem Management, Change Management, Service Request Management and Service Continuity

Service Delivery

• Ensure high-quality service delivery by managing service levels, tracking KPIs, and following through issue resolutions that impact service availability and performance

Continuous Improvement

• Drive the continual improvement of IT services, processes, and performance, identifying opportunities to enhance service delivery and reduce inefficiencies.

Reporting and Analysis

• Regularly monitor and report on service performance, identifying trends and areas for improvement based on data-driven insights

Compliance & Standards

• Ensure that team members comply with ITSM policies and procedures to maintain service quality and security.
• Ensure IT compliance with all regulatory compliance
• Serve as liaison for internal and external audits coordinating audits related requirements and compliance

III. JOB SPECIFICATIONS

Educational Requirement:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

• ITIL Foundation certification required; ITIL Expert or Practitioner certification preferred.

• Relevant certifications related to audit and compliance (e.g., CISA, ISO 20000 Auditor) are a plus.

Experience Requirement:

• 5+ years of experience in IT service management, including a proven track record in managing ITSM processes and coordinating audit activities.

• Experience with IT service management tools (e.g., ServiceNow, BMC Remedy) and strong understanding of ITIL best practices.

• Experience as an audit liaison, preferably in IT-related audits, and familiarity with audit frameworks (e.g., ISO, CISA).

Skills and Attributes:
 

Leadership Skills:

• Excellent analytical and problem-solving skills.

• Strong communication and interpersonal skills.

• Ability to work independently and as part of a team.

• Customer-focused with a strong service orientation.

Technical Skills:

• Strong knowledge of ITIL processes and service management methodologies.

• Excellent understanding of audit practices and regulatory compliance requirements in IT service management.

• Strong communication skills, with the ability to liaise with auditors, senior management, and cross-functional teams.

• Exceptional problem-solving and process improvement skills.

• Ability to analyze data and present insights to inform decision-making.