The role of IT Service Manager is critical in ensuring effective delivery of IT services to internal customers. This includes managing outsourced infrastructure service providers and acting as a line manager for local IT managers.
Key responsibilities involve overseeing contracts, monitoring vendor performance, resolving escalations, and driving service improvements. The IT Service Manager also owns core ITSM processes—incident, problem, change, service request, and asset management—ensuring quality execution and leading major incident response.
**Service Provider Management (40%)
* 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 (40%)
* 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 (10%)
* Drive service improvements and optimize ITSM tools and processes.
* Align service providers with internal IT and business needs.
**Team Leadership (10%)
* Support and coach local IT managers in daily operations.
* Foster a culture of customer focus and continuous learning.
To excel in this role, you will need:
* 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.
This is an excellent opportunity to shape infrastructure strategy and delivery, and be part of a team that values growth, learning, and customer focus.