ITSM manager

As an experienced IT Service Manager, you will be responsible for overseeing end-to-end IT service delivery and operations for a global shoe brand, ensuring smooth IT services, meeting business requirements, and providing exceptional user experience in a fast-paced retail environment. Key Responsibilities: - Manage IT service delivery and operations aligning with business goals. - Ensure adherence to SLAs, KPIs, and ITIL best practices. - Oversee incident, problem, and change management processes. - Coordinate with global and regional IT teams for seamless service support. - Lead vendor management for IT infrastructure and application services. - Handle major incident escalations and drive root cause analysis. - Develop and implement continuous service improvement (CSI) initiatives. - Prepare and present regular IT service performance reports to management. - Manage end-user support operations to ensure customer satisfaction. Required Skills & Experience: - 6-10 years of experience in IT Service Management / IT Operations. - Strong understanding of ITIL processes and hands-on experience with ITSM tools like ServiceNow, Jira Service Management, BMC Remedy. - Experience in retail, consumer goods, or manufacturing environments preferred. - Excellent stakeholder management and communication skills. - Proven ability to coordinate between multiple teams (global/local, technical/non-technical). - Strong problem-solving and process improvement mindset. Qualifications: - Bachelors degree in IT, Computer Science, or related field. - ITIL Foundation / Practitioner certification strongly preferred. - PMP, COBIT, or similar certifications are a plus. In case you're interested, please share your updated resume at career@strive4x.net (mention IT Service Manager - Gurgaon in the subject line) and include the following details: - Full Name - Mobile Number - Total Experience - Current CTC & Expected CTC - Notice Period - Current Location - Willingness to relocate to Gurgaon Please note that this is a contract position for 6 months with a possibility of extension, and full-time consideration for strong candidates. This role is with one of the leading global shoe brands.,