Descripción de la oferta
Job Description The IT Service Manager supports the Head of IT Operations in ensuring smooth IT service delivery across the organization, ensuring high-quality, reliable IT services for internal teams. Responsible for overseeing third-party vendor performance, identifying areas for operational improvement, and supporting the continuous enhancement of IT service management processes under the guidance of the Head of IT Operations. Job Requirements Technical Skills Proven experience in IT service management, preferably in a corporate or technology-driven environment. Experience monitoring and improving the performance of third-party IT vendors and service providers. Familiarity with ITIL framework and service management tools (e.g., ServiceNow, Jira Service Management, Remedy). Strong understanding of IT infrastructure, applications, and support processes. Ability to analyze service performance metrics, identify improvement opportunities, and prepare actionable reports. Soft Skills Excellent coordination and communication skills to interact with multiple stakeholders. Analytical and detail-oriented, able to interpret service metrics and identify improvement opportunities. Adaptable and flexible, able to respond to changing IT environments and business priorities. Customer-oriented, ensuring IT services meet internal user needs and expectations. Strong problem-solving and decision-making abilities. Ability to prioritize tasks and manage multiple initiatives simultaneously. Proactive approach to continuous improvement and service excellence. Job Responsibilities Coordinate and oversee IT service delivery to ensure smooth operation of all IT systems and support services. Manage third-party IT support providers, including vendors and contractors, ensuring SLAs and KPIs are met. Act as the main point of contact for IT service-related issues and escalations. Monitor and report on IT service performance metrics, identifying areas for improvement. Implement and maintain IT service management processes based on ITIL best practices. Collaborate with internal teams (infrastructure, applications, security) to align IT services with business needs. Drive initiatives for service improvement, process automation, and cost efficiency. Ensure compliance with corporate IT policies and security standards. Accountable for ITSM tooling. Responsible for the management and quality of workplace services and end-user experience. Oversees EUC support, devices, and vendors, ensuring compliance with SLAs and security standards. #J-18808-Ljbffr
