Manager, IT Service Management

As a Manager, IT Service Management, you will report to the Senior Manager, IT Infrastructure and drive ITSM processes to ensure efficient service delivery, minimize disruptions, and align IT with business goals. Your role will focus on incident and problem management, change control, service level agreements, and ITSM tool administration, with an emphasis on continuous improvement and automation.

What you will do

Process Design and Implementation

• Develop, document, and implement ITSM processes and procedures, ensuring alignment with industry best practices, such as ITIL (Information Technology Infrastructure Library).

Incident and Problem Management

• Lead and oversee incident and problem resolution processes, driving timely resolution and root cause analysis to prevent recurrence.

Change Management

• Manage the change control process, assessing the impact of changes on IT services, and...