IT Service Manager (ITSM)

Overview

Service Management

• Lead and manage Incident Management, Problem Management, Change Management, and Continuous Service Improvement processes.
• Develop, implement, and maintain ITSM policies, procedures, and governance frameworks aligned with ITIL best practices.
• Ensure compliance with established service management standards and operational procedures.
• Monitor service performance against agreed SLAs and KPIs.

Incident & Problem Management

• Manage major incidents and coordinate cross-functional teams to ensure timely resolution.
• Conduct detailed Root Cause Analysis (RCA) for critical incidents using methodologies such as 5 Whys and Fishbone Analysis.
• Chair incident review meetings and ensure action items are tracked through to completion.
• Prepare executive-level incident reports and client-facing communications.

Service Improvement & Governance

• Analyze trends related to incidents, problems, risks, and service performance.
• Develop and execute service improvement plans to enhance operational efficiency and customer satisfaction.
• Identify recurring issues and drive preventive and corrective actions.
• Support audit, compliance, and risk management initiatives.

Client & Stakeholder Management

• Act as the primary point of contact for service-related escalations.
• Prepare and present service performance reports to clients and senior management.
• Participate in client governance meetings and ensure high levels of customer satisfaction.
• Build strong relationships with business stakeholders and technology teams.

Business Continuity & Operational Excellence

• Plan, coordinate, and execute business continuity and disaster recovery exercises.
• Oversee service availability, monitoring, and operational resilience initiatives.
• Support organizational readiness for critical incidents and service disruptions.

Team Leadership

• Mentor, coach, and develop team members.
• Promote a culture of accountability, collaboration, and continuous improvement.
• Ensure team members maintain the required technical and process-related competencies.