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Overview
The Manager - IT Service Management (ITSM) is responsible for the governance, implementation, and continuous improvement of ITIL-based service management processes, including Incident, Problem, Change, and Service Level Management. This role includes managing ITSM tools, vendor coordination, SLA monitoring, reporting, and process compliance. The Service manager will work closely with cloud operations and automation teams to ensure alignment with cloud-native environments and CI/CD pipelines, while supporting control compliance. Responsibilities
Governance, implementation, and continuous improvement of ITIL-based service management processes (Incident, Problem, Change, Service Level Management). Manage ITSM tools, vendor coordination, SLA monitoring, reporting, and process compliance. Collaborate with cloud operations and automation teams to align ITSM with cloud-native environments and CI/CD pipelines. Support control compliance across ITSM processes. Required Skills and Qualifications
Experience: 7-10 years of experience in IT service management, with a minimum of 3-5 years in a Service Level Manager role. Strong experience in pragmatic ITIL process implementation in cloud and on-premises environments. Experience in leading ITSM capability development in a multi-business-unit environment (e.g., post-merger integration). Hands-on experience with ITSM tools and cloud platforms. In-depth knowledge of ITIL frameworks and service management best practices. Strong understanding of cloud technologies, CI/CD pipelines, and IT process automation. Leadership and team-building skills with a focus on driving change in complex environments. Excellent stakeholder management, negotiation, and communication skills. Strong analytical and problem-solving abilities with a focus on continuous improvement. Willingness and ability to travel for collaboration. Education: Bachelor or Master’s degree for thinking and performance level. Extensive professional equivalent work experience in Information Technology, Computer Science, or a related field. ITIL v4 Foundation certification (mandatory); ITIL Intermediate or Expert certification preferred. Certifications in cloud platforms (primarily Azure) and Workplace technologies (e.g., Microsoft 365, Azure Virtual Desktops) are a plus. Compliance-related certifications (e.g., ISO27001, COBIT) are desirable. Key Performance Indicators (KPIs) – in order of priority
Embedded required IT controls in tooling and processes Successful implementation of a 1st line Service desk capability Provide SLA reporting and compliance rate for incidents, problems, and changes ITSM capability maturity improvement in the merged organization (e.g., audit scores) Vendor performance against SLAs and contractual obligations Seniority level
Director Employment type
Full-time Job function
Information Technology Industries: Financial Services and Insurance
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The Manager - IT Service Management (ITSM) is responsible for the governance, implementation, and continuous improvement of ITIL-based service management processes, including Incident, Problem, Change, and Service Level Management. This role includes managing ITSM tools, vendor coordination, SLA monitoring, reporting, and process compliance. The Service manager will work closely with cloud operations and automation teams to ensure alignment with cloud-native environments and CI/CD pipelines, while supporting control compliance. Responsibilities
Governance, implementation, and continuous improvement of ITIL-based service management processes (Incident, Problem, Change, Service Level Management). Manage ITSM tools, vendor coordination, SLA monitoring, reporting, and process compliance. Collaborate with cloud operations and automation teams to align ITSM with cloud-native environments and CI/CD pipelines. Support control compliance across ITSM processes. Required Skills and Qualifications
Experience: 7-10 years of experience in IT service management, with a minimum of 3-5 years in a Service Level Manager role. Strong experience in pragmatic ITIL process implementation in cloud and on-premises environments. Experience in leading ITSM capability development in a multi-business-unit environment (e.g., post-merger integration). Hands-on experience with ITSM tools and cloud platforms. In-depth knowledge of ITIL frameworks and service management best practices. Strong understanding of cloud technologies, CI/CD pipelines, and IT process automation. Leadership and team-building skills with a focus on driving change in complex environments. Excellent stakeholder management, negotiation, and communication skills. Strong analytical and problem-solving abilities with a focus on continuous improvement. Willingness and ability to travel for collaboration. Education: Bachelor or Master’s degree for thinking and performance level. Extensive professional equivalent work experience in Information Technology, Computer Science, or a related field. ITIL v4 Foundation certification (mandatory); ITIL Intermediate or Expert certification preferred. Certifications in cloud platforms (primarily Azure) and Workplace technologies (e.g., Microsoft 365, Azure Virtual Desktops) are a plus. Compliance-related certifications (e.g., ISO27001, COBIT) are desirable. Key Performance Indicators (KPIs) – in order of priority
Embedded required IT controls in tooling and processes Successful implementation of a 1st line Service desk capability Provide SLA reporting and compliance rate for incidents, problems, and changes ITSM capability maturity improvement in the merged organization (e.g., audit scores) Vendor performance against SLAs and contractual obligations Seniority level
Director Employment type
Full-time Job function
Information Technology Industries: Financial Services and Insurance
#J-18808-Ljbffr