About the role
This role focuses on ensuring high service quality, optimizing service processes, and aligning IT services with business needs and strategic objectives. An experienced IT Service Manager is sought to lead the design, governance, performance, and continuous improvement of IT services in a complex enterprise environment. The role ensures that IT services remain reliable, measurable, business-aligned, and compliant, while driving operational excellence across service management processes and teams.
Key responsibilities
- Manage the full lifecycle of IT services, from design to transition and operation.
- Ensure service performance meets agreed SLAs, KPIs, and customer expectations.
- Lead incident, problem, and change management processes.
- Drive continuous service improvement initiatives using ITIL best practices.
- Collaborate with business stakeholders to align IT services with business priorities.
- Oversee vendor performance and manage third-party service providers.
- Develop and maintain service documentation, policies, and procedures.
- Analyze service performance data and implement optimization strategies.
Requirements
- Bachelor’s degree in IT, Information Systems, or a related field.
- Extensive experience in IT service management or a similar role.
- Strong knowledge of ITIL framework (ITIL certification preferred).
- Experience managing complex IT environments and service operations.
- Excellent stakeholder management, communication, and leadership skills.
- Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy).
Nice to have
- Experience with automation and service optimization tools.
- Strong analytical and problem-solving capabilities.
- Ability to lead cross-functional teams and drive change initiatives.
What we offer
- Opportunity to work on complex, visible projects with real business impact.
- International exposure and collaboration with experienced business and technology professionals.
- Professional growth, training opportunities, and access to certifications and structured career development.
- Flexible working model, supportive team culture, and competitive compensation and benefits package in organizations using this type of role structure.