Service Manager - IT Service Management Operations

Overview

Hybrid
Depends on Experience
Full Time

Skills

Service Manager
ITIL
ITSM
ServiceNow

Job Details

Service Delivery and Operations:

Manage end-to-end ITSM operations, including Incident Management, Problem Management, Change Management, Service Request Fulfillment, and Service Level Management.

Monitor service performance against SLAs, ensuring timely resolution of issues and effective escalation when necessary.

Oversee the configuration and optimization of ServiceNow workflows to support ITIL processes.

Drive the adoption of ITIL best practices within the client environment.

Client Engagement and Relationship Management:

Serve as the primary interface between the business as a client and internal teams for all service management activities.

Build and maintain strong client relationships by understanding their business needs and aligning IT services accordingly.

Conduct regular service reviews with the client to discuss performance, improvements, and future requirements.

Continuous Improvement:

Identify areas for process optimization and automation within ITSM operations.

Lead initiatives to improve service delivery and customer satisfaction, leveraging ServiceNow capabilities.

Collaborate with internal teams to implement best practices and enhance operational efficiency.

Team Leadership and Coordination:

Coordinate with cross-functional teams, including technical support, development, and project teams, to ensure service delivery.

Provide guidance and mentoring to team members to ensure alignment with ITIL principles and ServiceNow processes.

Facilitate knowledge-sharing sessions to enhance team expertise and performance.

Qualifications and Skills:

Required Skills and Experience:

8+ years of experience in IT Service Management, with at least 5 years in a Service Manager role.

Strong understanding of ITIL v3/v4 framework with a focus on ITSM processes.

Proven expertise in configuring and managing workflows in ServiceNow.

Demonstrated ability to manage SLAs, KPIs, and operational metrics.

Excellent client-facing and communication skills, with the ability to manage relationships at all levels.

Preferred Skills:

ITIL Foundation certification (Intermediate or Expert certifications are a plus).

ServiceNow System Administrator or ServiceNow Implementation Specialist certification.

Experience in managing large-scale IT operations in a global environment.

Familiarity with Agile or DevOps methodologies is a plus.

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