IT Service Manager

Job Description

Manager, IT Service Management

Position Summary

The Manager, IT Service Management (ITSM) is responsible for leading the day-to-day delivery, operational excellence, and continual improvement of IT services across the division. This role executes enterprise IT Service Management (ITSM) standards and governance established by Group IT while ensuring technology services are delivered consistently, efficiently, and with a strong focus on customer experience.

The Manager oversees Service Desk operations, execution of enterprise ITSM processes, administration of the ITSM platform, service reporting, knowledge management, configuration management, and operational readiness. Working closely with Infrastructure, Enterprise Systems, Software Engineering, Cybersecurity, Finance, and Group ITSM, this role ensures new technologies and software solutions transition smoothly into production while maintaining compliance with enterprise standards.

IT Service Management Leadership

• Execute enterprise ITSM strategy, policies, and governance established by Group IT.
• Lead continual service improvement initiatives.
• Ensure compliance with enterprise ITIL processes and standards.
• Maintain the division service catalog and operational documentation.
• Monitor SLAs, OLAs, KPIs, and service quality metrics.
• Conduct regular service reviews with IT leadership.

Service Desk & End User Experience

• Lead daily Service Desk operations.
• Improve customer satisfaction and end-user experience.
• Promote self-service and automation.
• Coordinate communications during major incidents.
• Maintain knowledge articles and support documentation.

ITSM Platform Administration

• Administer the division configuration within the enterprise ITSM platform (e.g., ServiceNow).
• Configure workflows, forms, dashboards, reports, and automation within enterprise governance.
• Maintain CMDB accuracy.
• Coordinate enhancements and platform testing with Group ITSM.

ITIL Process Execution

• Incident Management
• Major Incident Coordination
• Problem Management
• Request Fulfillment
• Change Enablement
• Release Coordination
• Knowledge Management
• Configuration Management (CMDB)
• Service Catalog Management
• Continual Service Improvement

Software Engineering Operational Enablement

• Coordinate demand intake and operational planning.
• Support release scheduling and deployment coordination.
• Participate in CAB activities.
• Coordinate operational readiness for production deployments.
• Ensure knowledge transfer and support documentation.
• Align software delivery with enterprise ITSM processes.

Operational Governance & Vendor Coordination

• Coordinate operational activities with technology vendors.
• Monitor vendor operational performance.
• Coordinate operational escalations and service reviews.
• Support technology lifecycle planning, software renewals, and asset lifecycle with technology owners.
• Assist IT leadership with operational reporting.

Governance & Compliance

• Support audit readiness and compliance.
• Coordinate CAB activities.
• Maintain operational documentation.
• Participate in disaster recovery and business continuity exercises.

Leadership Responsibilities

• Lead Service Desk and ITSM personnel.
• Coach and mentor team members.
• Develop operational standards.
• Serve as liaison to Group IT Service Management.

Required Qualifications

• Bachelor's degree or equivalent experience.
• 6–10 years of progressive IT experience.
• 3–5 years leading IT Service Management, Service Delivery, or IT Operations.
• Experience with ServiceNow or comparable ITSM platform.
• Strong ITIL knowledge.

Preferred Qualifications

• ITIL v4 certification.
• ServiceNow certification.
• Experience supporting Software Engineering and DevOps.
• Familiarity with Azure DevOps, GitHub, or Jira.
• Experience with CMDB and workflow automation.

Success Measures

• SLA attainment
• Customer Satisfaction (CSAT)
• First Contact Resolution
• MTTR
• Change Success Rate
• CMDB accuracy
• Self-service adoption
• Operational readiness of software releases
• Continual Service Improvement

Organizational Relationships

• Reports to: Director of Infrastructure & Operations (Division)
• Dotted-line: Group Director of IT Service Management
• Partners with Infrastructure, Enterprise Systems, Software Engineering, Cybersecurity, PMO, Finance, Procurement, and Group ITSM.

Manager, IT Service Management

Position Summary

The Manager, IT Service Management (ITSM) is responsible for leading the day-to-day delivery, operational excellence, and continual improvement of IT services across the division. This role executes enterprise IT Service Management (ITSM) standards and governance established by Group IT while ensuring technology services are delivered consistently, efficiently, and with a strong focus on customer experience.

The Manager oversees Service Desk operations, execution of enterprise ITSM processes, administration of the ITSM platform, service reporting, knowledge management, configuration management, and operational readiness. Working closely with Infrastructure, Enterprise Systems, Software Engineering, Cybersecurity, Finance, and Group ITSM, this role ensures new technologies and software solutions transition smoothly into production while maintaining compliance with enterprise standards.

IT Service Management Leadership

• Execute enterprise ITSM strategy, policies, and governance established by Group IT.
• Lead continual service improvement initiatives.
• Ensure compliance with enterprise ITIL processes and standards.
• Maintain the division service catalog and operational documentation.
• Monitor SLAs, OLAs, KPIs, and service quality metrics.
• Conduct regular service reviews with IT leadership.

Service Desk & End User Experience

• Lead daily Service Desk operations.
• Improve customer satisfaction and end-user experience.
• Promote self-service and automation.
• Coordinate communications during major incidents.
• Maintain knowledge articles and support documentation.

ITSM Platform Administration

• Administer the division configuration within the enterprise ITSM platform (e.g., ServiceNow).
• Configure workflows, forms, dashboards, reports, and automation within enterprise governance.
• Maintain CMDB accuracy.
• Coordinate enhancements and platform testing with Group ITSM.

ITIL Process Execution

• Incident Management
• Major Incident Coordination
• Problem Management
• Request Fulfillment
• Change Enablement
• Release Coordination
• Knowledge Management
• Configuration Management (CMDB)
• Service Catalog Management
• Continual Service Improvement

Software Engineering Operational Enablement

• Coordinate demand intake and operational planning.
• Support release scheduling and deployment coordination.
• Participate in CAB activities.
• Coordinate operational readiness for production deployments.
• Ensure knowledge transfer and support documentation.
• Align software delivery with enterprise ITSM processes.

Operational Governance & Vendor Coordination

• Coordinate operational activities with technology vendors.
• Monitor vendor operational performance.
• Coordinate operational escalations and service reviews.
• Support technology lifecycle planning, software renewals, and asset lifecycle with technology owners.
• Assist IT leadership with operational reporting.

Governance & Compliance

• Support audit readiness and compliance.
• Coordinate CAB activities.
• Maintain operational documentation.
• Participate in disaster recovery and business continuity exercises.

Leadership Responsibilities

• Lead Service Desk and ITSM personnel.
• Coach and mentor team members.
• Develop operational standards.
• Serve as liaison to Group IT Service Management.

Required Qualifications

• Bachelor's degree or equivalent experience.
• 6–10 years of progressive IT experience.
• 3–5 years leading IT Service Management, Service Delivery, or IT Operations.
• Experience with ServiceNow or comparable ITSM platform.
• Strong ITIL knowledge.

Preferred Qualifications

• ITIL v4 certification.
• ServiceNow certification.
• Experience supporting Software Engineering and DevOps.
• Familiarity with Azure DevOps, GitHub, or Jira.
• Experience with CMDB and workflow automation.

Success Measures

• SLA attainment
• Customer Satisfaction (CSAT)
• First Contact Resolution
• MTTR
• Change Success Rate
• CMDB accuracy
• Self-service adoption
• Operational readiness of software releases
• Continual Service Improvement

Organizational Relationships

• Reports to: Director of Infrastructure & Operations (Division)
• Dotted-line: Group Director of IT Service Management
• Partners with Infrastructure, Enterprise Systems, Software Engineering, Cybersecurity, PMO, Finance, Procurement, and Group ITSM.