ITSM and Helpdesk Services Manager

JOB PURPOSE:

Operational role in the Group Digital Technology team. The ITSM & Helpdesk Services Manager is responsible for managing, optimizing, and governing the GDT IT Service Management framework and end-user support operations. This role ensures high-quality, efficient, and compliant IT services through effective process design, continuous improvement, service monitoring, and team leadership. The role will drive service excellence, standardization, and operational resilience across all IT service delivery functions and the Helpdesk to ensure customer satisfaction.

KEY PERFORMANCE AREAS:

IT Service Management (ITSM) Governance
• Own and maintain ITSM policies, processes, and service catalog across Incident, Request, Problem, Change, CMDB, Knowledge, and Asset Management.
• Ensure ITSM practices align with ITIL standards and business needs.
• Implement service quality KPIs, SLAs, OLAs, ...