The role of IT Service Manager is a critical component in ensuring the effective delivery of IT services to internal customers.
This involves managing outsourced infrastructure service providers and acting as line manager for local IT managers at two sites.
Key responsibilities include overseeing contracts, monitoring vendor performance, resolving escalations, and driving service improvements.
The role also includes strategic alignment of services with business goals and managing costs and risks.
In addition, the IT Service Manager owns core ITSM processes—incident, problem, change, service request, and asset management—ensuring quality execution and leading major incident response.
You will also support and guide local IT managers in their daily operations.
Service Provider Management
• Monitor vendor performance and manage service level agreements
• Act as the main contact for escalations and service issues
• Oversee contracts, costs, and compliance with service providers
• Identify and mitigate risks in outsourced service delivery
Operational Management
• Lead incident, problem, change, and asset management processes
• Ensure accurate service tracking and resolution across ITSM tools
• Host change advisory board meetings and manage major incidents
• Support project transitions into daily operations
Process & Service Improvement
• Drive service improvements and optimize ITSM tools and processes
• Align service providers with internal IT and business needs
Team Leadership
• Support and coach local IT managers in daily operations
• Foster a culture of customer focus and continuous learning
Requirements
• Proven experience in IT service and vendor management
• Strong knowledge of ITSM processes and tools
• Experience leading teams and coaching IT professionals
• Excellent communication and problem-solving skills
• Ability to manage service delivery in a hybrid (outsourced) environment
• Familiarity with ISO and JSOX compliance standards
Why this role matters
This is an opportunity to join a forward-thinking IT environment and shape infrastructure strategy and delivery.
You will be part of a team that values growth, learning, and customer focus.