Job Description

Ensuring the delivery of IT services meets the agreed-upon service level agreements (SLAs) and key performance indicators (KPIs). Ensure application performance, availability, and security meet or exceed SLAs Implement and maintain ITIL best practices and processes Oversee the incident management process (Including major Incidents), ensuring timely resolution of issues Lead problem management activities to identify root causes and prevent recurrence Collaborating with cross-functional teams, including IT operations, infrastructure, software development, and business stakeholders, to define and deliver IT services. Developing and implementing service improvement plans to enhance service quality and customer satisfaction. Collaborate with business facing teams to understand the issues and drive them to closure Managing relationships with third-party vendors and service providers to ensure the delivery of contracted services. Analyzing service delivery performance metrics to identify areas for improvement and drive continuous improvement initiatives. Communicating effectively with stakeholders, including executives, business leaders, and technical teams, to ensure alignment on IT service delivery goals and objectives. Ensuring compliance with industry and regulatory standards, including data privacy, security, and compliance. Managing IT service delivery projects, including planning, scheduling, and executing project tasks, as well as managing project risks, issues, and dependencies. Manage vendor relationships and third-party integrations Education Experience: At least 8-10 years of experience in IT management or a related field Strong knowledge of ITIL framework and best practices Knowledge of Agile and DevOps methodologies Experience with service management tools (e.g., ServiceNow) Excellent communication and interpersonal skills Strong problem-solving and analytical skills Familiarity with cloud computing platforms (AWS / Azure) Understanding of IT security best practices and compliance requirements Additional Knowledge, Skills, Traits Abilities: Proactive approach and enthusiasm for problem identification and solving Passionate about improving users experience and improving productivity Curious about and keeps up to date with current technology industry and developments Strong ability to research and investigate basic / complex IT related topics. Excellent verbal and written communication skills in English including strong interpersonal skills. Ability to lead, be self-directed and/or work independently or as part of a team. Be able to demonstrate capacity to work in and contribute to a global team work environment. Bachelors or masters degree in computer science or a related field