Manager- IT Service Management

ROLE OVERVIEW

The Manager- IT Service Management owns end-to-end governance, design, and continuous improvement of ITSM processes across a hybrid infrastructure on-premise data centers, AWS cloud services, and integrated SaaS platforms. This role leads Incident, Change & Release, Knowledge, Asset, and Configuration Management, establishes governance frameworks (SOPs, policies, runbooks), and delivers real-time operational insights via ITSM tooling. As a senior liaison to business units and governance bodies (Change Advisory Board, Technology Committee, Risk & Compliance, Enterprise Architecture), this position drives service excellence, risk mitigation, and alignment of IT operations with business objectives.

KEY RESPONSIBILITIES

Service Governance & Strategy

· Develop, implement, and mature ITSM frameworks, policies, SOPs, and governance documentation aligned to ITIL v4 best practices.

· Chair and participate in governance forums (CAB, Risk Management Committee, Technology Committee, Enterprise Architecture Committee), providing data-driven recommendations and risk assessments.

· Define service portfolios, SLAs/OLAs, and cost center controls; partner with FinOps to forecast budgets, manage cloud expenditure, and optimize software and subscription licenses.

Incident, Problem & Knowledge Management

· Establish robust frameworks and processes to orchestrate cross-functional war rooms, coordinate stakeholder communications, and conduct post-incident reviews (RCA and knowledge-base updates).

· Implement operational-troubleshooting strategies and best practices to identify root causes, deploy workarounds, and maintain a comprehensive Known Error Database.

· Govern knowledge management by ensuring playbooks, runbooks, and FAQs remain current, searchable (Confluence/SharePoint), and fully integrated into support workflows.

Change & Release Management

· Develop and maintain robust frameworks to govern the full RFC lifecycle, including request intake, impact analysis, risk assessment, scheduling, CAB coordination, and post-implementation review.

· Integrate Change processes with DevOps pipelines (CI/CD), enabling safe automation of releases while maintaining rigorous control.

· Enforce Emergency Change protocols with clear criteria, approvals, and rapid rollback mechanisms.

Asset, Configuration & Vendor Management

· Maintain CMDB integrity through automated discovery (ServiceNow, LANDesk, AWS Config, Opentext, etc) and reconciliation processes.

· Oversee IT Asset Management lifecycle: procurement, vendor tendering (RFX), contract negotiation, SLA monitoring, and end-of-life disposal.

· Evaluate and manage third-party service providers (infrastructure, networking, EUC), ensuring compliance with service-level commitments.

Operational Excellence & Monitoring

· Implement IT Operations Model with 24x7 coverage, integrated alerting (SNS, Grafana, PagerDuty, etc), and monitoring platforms (Nagios, Grafana, Datadog, Dynatrace).

· Design and deliver executive dashboards via ITSM tools and BI solutions, tracking KPIs such as MTTR, SLA compliance, system availability, and change success rates.

· Drive continuous improvement initiatives (automation, self-service portals, chatbots) to reduce manual effort and accelerate time to value.

Stakeholder Engagement & Reporting

· Act as principal point of contact for business units, translating technical metrics into business impacts and strategic roadmaps.

· Present regular performance reports, risk analyses, and improvement plans to senior leadership and finance partners.

· Facilitate training and awareness programs on ITSM processes and tools for company-wide.

WHAT DOES IT TAKE TO BE SUCCESSFUL

Qualifications

· Bachelor's degree in Computer Science, Information Technology, or related discipline.

· ITIL Intermediate certifications (Service Transition, Service Operation, CSI) highly desirable.

· Certifications in ServiceNow, Jira Service Management, and other leading ITSM platforms are a plus.

· Certifications from Microsoft, VMware, AWS, or other major technology providers are highly advantageous.

Work Experience

· years in IT Service Management, IT Operations, or Infrastructure roles within hybrid on-premise and cloud environments.

· Proven leadership in incident, change, release, asset, and knowledge management for enterprise-scale organizations.

· Hands-on experience with vendor management, RFx processes, and managing service-delivery contracts.

· Exposure to financial services or regulated industries preferred.

Skills & Competencies

· Deep understanding of the ITIL service lifecycle and capability to tailor processes to business needs.

· Strong stakeholder and committee management skills, with the ability to influence decision-making forums (Change Advisory Board, Risk, Architecture, etc).

· Proficient in ITSM tooling (Service Desk, Jira Service Management, LANDesk, Freshservice), enterprise collaboration suites (O365, SharePoint, Confluence), and technology operations.

· Excellent analytical, communication, and leadership abilities to drive continuous improvement and operational resilience

· Experience with project tracking and workflow tools such as Jira, VSTS, Trello, etc.

· Experience in purchasing, contracts, commercial engagement, project tender processes (RFP, RFQ, etc)

· Demonstrated leadership and the ability to provide advisory, guidance and coaching to team members on new approaches, products and technologies.

· Experience addressing audit, compliance, and security requirements to meet organization standards, especially in driving implementation and preventive measures.