Itsm Manager

Role Overview

We are seeking an experienced IT Operations Lead to oversee and optimize our product and platform operations. This role will be pivotal in enhancing our IT Service Management (ITSM) and DevOps practices across processes, people, and tools. The ideal candidate will have a proven track record in driving operational excellence, implementing process improvements, ensuring governance and compliance, and delivering high-quality services to internal and external stakeholders.

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Key Responsibilities

Operational Excellence & Optimization

• Lead the optimization of ITSM and DevOps operations, focusing on process efficiency, team performance, and tool utilization.
• Identify and implement continuous improvement initiatives to enhance operational workflows and service delivery.
• Manage and prioritize the Continuous Improvement Process (CIP) pipeline to ensure timely execution and measurable impact.

Governance, Compliance & Audit

• Establish and maintain process governance frameworks to ensure operational consistency and compliance with organizational and industry standards.
• Conduct regular operational audits to identify gaps, risks, and improvement opportunities.
• Ensure adherence to ITIL best practices and relevant compliance requirements.

Service Quality & Customer Satisfaction

• Monitor and protect service quality by proactively managing incidents, problems, and changes.
• Drive customer satisfaction through effective communication, timely resolution of issues, and continuous service enhancements.
• Produce and present service performance reports to stakeholders, highlighting KPIs, SLAs, and improvement actions.

Collaboration & Leadership

• Collaborate with cross-functional teams, including development, infrastructure, and business units, to ensure seamless operations.
• Mentor and guide team members, fostering a culture of accountability, agility, and continuous learning.
• Act as the primary escalation point for operational issues and ensure swift resolution.

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Qualifications & Experience

Must-Have:

• 5 to 8 years of relevant IT operations experience in a global company environment.
• ITIL V4 certification (or equivalent) is mandatory.
• Strong understanding of ITSM tools (ServiceNow is prefereable.) and DevOps practices.
• Proven experience in process governance, operational audits, and service reporting.

Nice-to-Have:

• Agile/Scrum certification (CSM, PSM, or equivalent).
• Experience in managing CIP pipelines and driving continuous improvement initiatives.
• Familiarity with cloud platforms, automation tools, and monitoring solutions.

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Key Skills

• Strong leadership and stakeholder management skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Effective communication and presentation skills.
• Ability to work under pressure and manage multiple priorities.
• Strong organizational skills with attention to detail.