DET-Manager-ITIL-GDSNFS02

Job Title: Service Management - Manager

Job Summary:

Key Responsibilities:

• Oversee the delivery of IT services, ensuring alignment with business goals and adherence to service level agreements (SLAs).
• Implement and manage ITIL v4 practices and Agile methodologies to enhance service delivery and operational efficiency.
• Collaborate with clients to understand their service requirements and develop tailored solutions that meet their needs.
• Lead and mentor service management teams, providing guidance and support to ensure high-quality service delivery.
• Monitor service performance and implement improvements to enhance client satisfaction and operational effectiveness.
• Stay informed about trends in service management and IT operations to drive service improvements and strategic decisions.
• Provide technical insights for proposals and engage in client discussions to support business development efforts.
  

Qualifications:

• Up to 14 years of experience in Service Management, with a focus on IT service delivery and operations.
• Proven experience in implementing ITIL v4 practices and Agile methodologies, with a successful track record of service improvement.
• Strong communication and client engagement skills, with the ability to translate service requirements into effective management strategies.
• Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications in ITIL v4 or Agile methodologies are highly desirable.
  

Preferred Skills:

• Proficiency in service management tools and technologies to streamline operations.
• Knowledge of security practices and compliance standards related to IT service delivery.
• Strong analytical and problem-solving skills, with the ability to work effectively in a team environment.
  

EY | Building a better working world