IT Service Manager

General Overview

Summary
Provide governance over IT service delivery and service level management. Liaises with stakeholders to understand problems and opportunities and recommends solutions to enable the achievement of organizational goals. Builds exceptional relationships with business partners and internal stakeholders
Responsibilities

•    Monitor, track and report on SLA and KPI performance of the various service delivery teams for management reviews.
•    Identify, analyze, and interpret trends or patterns in complex data sets to unveil deeper issues, insights and opportunities for better service Description delivery and management.
•    Conduct periodic business review meetings with service provider to drive performance achievements.
•    Work with service partners/providers, internal and external, on continuous improvement initiatives to achieve better service outcome.
•    Participate and assists in ITSM processes to augment the service management teams in various capacities as may be called upon.
Requirements
•    Bachelors Degree in Computer Science / IT with  7 to 10 years of relevant experience in IT industry or IT operation
•    Strong knowledge in the inner workings of IT Operations and Service Management.
•    Technical proficiency gained through education and/or business experience.
•    ITIL certifications and ServiceNow experience will be strong advantages.
•    Possess excellent analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
•    Understand and can explain to others the core processes involved in their area of support.
•    Adept with communication, good presentation and documentation skills and ability to utilize visualization tools and methods.
•    Independent, savvy and possess good ability to understand the leadership/management's thought process.
•    Ability to influence and drive problem resolutions.
•    In-depth collaboration and teamwork skills.