Service Manager

As a Service Manager, your main responsibility will be to oversee the delivery of IT services to internal and external customers. You will be responsible for managing a team of IT professionals, ensuring that IT services are delivered efficiently, effectively, and in line with customer requirements and service level agreements.

Key Responsibilities:

• Service Delivery: Ensure the delivery of high-quality IT services to internal and external customers. This includes managing service requests, incidents, and problems, and ensuring timely resolution and customer satisfaction.
• Team Management: Manage a team of IT professionals, including service desk staff, system administrators, and network engineers. Provide leadership, guidance, and support to the team, and ensure that they have the necessary skills and resources to deliver IT services effectively.
• Service Level Management:Define and monitor service level agreements (SLAs) with customers, and ensure that service delivery meets or exceeds agreed-upon targets. Identify areas for improvement and implement corrective actions as needed.
• ITIL Framework: Implement and adhere to ITIL (Information Technology Infrastructure Library) best practices for IT service management. This includes processes such as incident management, problem management, change management, and service desk operations.
• Customer Relationship Management:Build and maintain strong relationships with internal and external customers. Understand their business needs and requirements, and ensure that IT services are aligned with their goals and objectives.
• Vendor Management:Manage relationships with IT service providers and vendors. Ensure that service level agreements are met, and that vendors deliver high-quality services and products.
• Continuous Improvement:Continuously assess and improve IT service delivery processes and procedures. Identify opportunities for automation, standardization, and efficiency gains, and implement best practices to enhance service quality and customer satisfaction.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field. Master's degree is a plus.
• ITIL certification or equivalent experience in IT service management.
• Proven experience in managing IT services and teams.
• Strong knowledge of IT infrastructure, systems, and technologies.
• Excellent communication and interpersonal skills.
• Strong leadership and team management abilities.
• Analytical and problem-solving skills.
• Customer-focused mindset