The IT Service Manager ensures effective delivery of IT Service Management to internal customers. This includes managing outsourced infrastructure service providers and acting as line manager for local IT managers at two sites. Key responsibilities involve 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. Additionally, 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.
What you’ll do
Service Provider Management (40%)
1. Monitor vendor performance and manage service level agreements
2. Act as the main contact for escalations and service issues
3. Oversee contracts, costs, and compliance with service providers
4. Identify and mitigate risks in outsourced service delivery
Operational Management (40%)
5. Lead incident, problem, change, and asset management processes
6. Ensure accurate service tracking and resolution across ITSM tools
7. Host change advisory board meetings and manage major incidents
8. Support project transitions into daily operations
Process & Service Improvement (10%)
9. Drive service improvements and optimize ITSM tools and processes
10. Align service providers with internal IT and business needs
Team Leadership (10%)
11. Support and coach local IT managers in daily operations
12. Foster a culture of customer focus and continuous learning
What you’ll need
13. Proven experience in IT service and vendor management
14. Strong knowledge of ITSM processes and tools
15. Experience leading teams and coaching IT professionals
16. Excellent communication and problem-solving skills
17. Ability to manage service delivery in a hybrid (outsourced) environment
18. Familiarity with ISO and JSOX compliance standards
Why you should apply
19. You’ll join a global healthcare leader committed to innovation and quality
20. You’ll work in a collaborative, forward-thinking IT environment
21. You’ll have the opportunity to shape infrastructure strategy and delivery
22. You’ll be part of a team that values growth, learning, and customer focus