IT Service/Support Manager

As an IT Service/Support Manager at DIN, you will be a crucial part of our team focused on delivering innovative technology solutions to our clients. Your role will involve overseeing the delivery of IT services to ensure they align with our business objectives. Here's what you can expect in this position: **Key Responsibilities:** - **Service Delivery Management:** - Oversee the planning, execution, and optimization of IT service delivery processes. - Ensure all IT services meet quality standards and service level agreements (SLAs). - **Team Leadership:** - Lead, mentor, and develop a team of IT professionals, fostering a culture of continuous improvement. - Manage resource allocation and performance assessments. - **Client Engagement:** - Act as the primary point of contact for clients regarding IT services. - Build and maintain strong relationships with clients to understand their needs and expectations. - **Process Improvement:** - Identify opportunities for process enhancements and implement best practices in service management. - Utilize ITIL or similar frameworks to optimize service delivery. - **Incident and Problem Management:** - Oversee the incident management process to ensure timely resolution of issues. - Conduct root cause analysis and implement solutions to prevent recurrence. - **Reporting and Analysis:** - Monitor service performance metrics and prepare regular reports for management and clients. - Use data-driven insights to improve service delivery and customer satisfaction. **Skills Required:** - Bachelor's degree in Information Technology, Computer Science, or a related field. - Proven experience (5+ years) in IT service management or a similar role, preferably within an IT system integrator environment. - Strong understanding of ITIL framework and service management best practices. - Excellent leadership, communication, and interpersonal skills. - Proficient in using service management tools and platforms. - Strong analytical and problem-solving abilities. - Relevant certifications (e.g., ITIL, PMP) are a plus. In addition to a competitive salary and benefits package, DIN offers opportunities for professional development and career advancement in a collaborative and innovative work environment.,