Information Technology Service Management Manager

We are looking for an experienced IT Service Management (ITSM) Manager to lead our technology services team. The ideal candidate will have extensive experience with various aspects of service management, with strong expertise in Incident, Change, and Release Management. The candidate will also demonstrate proven leadership skills as they will be managing a team of 3-4 direct reports.

Key Responsibilities:

1. Oversee and manage all IT service management functions including Incident, Change, and Release Management.
2. Coordinate and work with other teams to ensure smooth functioning of IT services and effective resolution of incidents.
3. Drive the implementation and improvement of ITSM processes.
4. Develop and maintain the organization's ITSM framework in alignment with ITIL guidelines.
5. Ensure documentation and adherence to IT service management best practices, policies, and processes.
6. Analyze process effectiveness through the tracking of key performance indicators (KPIs) and implement necessary improvements.
7. Lead and manage the ITSM team of 3-4 direct reports, including setting performance objectives, conducting performance reviews, and implementing training development plans.
8. Continuously monitor services and ensure they meet the business needs, cost-effectively, and efficiently.

Qualifications:

1. A minimum of 10 years of experience in IT, with a focus on IT Service Management.
2. Expertise in Incident, Change, and Release Management.
3. ITIL foundation certification is highly preferred.
4. Previous experience in a leadership or management role is essential.
5. Strong understanding of IT service management tools and processes.
6. Excellent communication and leadership skills to effectively manage teams and projects.
7. Strong analytical skills with the ability to identify trends, risks, and provide solutions.
8. Demonstrated ability to manage tasks to agreed delivery timescales.
9. Excellent problem-solving abilities.