IT Service Delivery Manager
hace 2 semanas
IT Service Manager Role at Board
About the Role:
Board is seeking a skilled IT Service Manager to oversee the delivery and management of IT services within our organization. As a key member of our IT team, you will be responsible for ensuring that IT services meet the needs and expectations of internal stakeholders, including employees and departments, as well as external clients or customers if applicable.
Key Responsibilities:
- Develop and implement service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to measure and improve service delivery effectiveness.
- Manage the service desk function, including incident, request, and problem management processes.
- Implement and maintain IT service management (ITSM) processes, continuously improving service management processes to enhance efficiency, effectiveness, and alignment with business objectives.
- Coordinate and oversee change and release management processes, ensuring minimal disruption to IT services and business operations.
- Manage relationships with external vendors and service providers, ensuring compliance with contractual agreements and service level commitments.
- Lead service improvement initiatives based on analysis of service performance data, customer feedback, and industry trends.
- Lead and mentor a team of service desk technicians and IT support staff, fostering a culture of collaboration, accountability, and professional development.
Requirements:
- Excellent English verbal and written communication skills.
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Minimum of 4 years of experience in IT service management or related roles, with a strong background in service desk operations.
- Certification in IT service management (e.g., ITIL Foundation, ITIL 4 Managing Professional) is highly desirable.
- Proven experience in implementing and improving ITSM processes and frameworks.
- Excellent leadership and team management skills, with the ability to motivate and inspire team members.
- Strong communication, negotiation, and stakeholder management skills.
- Analytical mindset with the ability to interpret data and drive data-driven decisions.
What We Offer:
Board is an innovative and collaborative workplace that offers a dynamic and challenging environment for professionals to grow and develop their careers. We are committed to providing our employees with opportunities for professional growth, development, and recognition.
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