Service Manager

About Aeris Communications Inc.

Responsibilities

• Chair technical and management bridge meetings to facilitate and oversee all diagnostic and resolution activities.
• Handle communication with internal and external stakeholders throughout the incident's lifecycle.
• Conduct post-incident reviews to identify root causes, lessons learned, and corrective actions to prevent future occurrences.
• Coordinate multifunctional teams in conducting root cause analyses and crafting sustainable solutions.
• Evaluate and prioritize change requests, assessing their impact and risk. Collaborate with technical teams to oversee the successful execution of approved changes.
• Lead the Change Advisory Board (CAB) meetings, facilitating the review and approval of proposed changes. Conduct post-implementation reviews (PIR) to assess the impact and effectiveness of implemented changes. Establish and maintain a feedback loop that captures insights from incident analysis, problem resolution, and change planning.
• Leverage incident and problem analysis insights to inform proactive change planning, reducing the risk of service interruptions during environmental alterations.
• Monitor and report on service performance, making data-driven recommendations for improvements.
• Proactively identify areas for enhancement and implement best practices.
• Other ITIL/BU related activities maybe requested
  

Qualifications

• Bachelor's degree in a related field or equivalent work experience.
• Proven experience in service management and delivery, focusing on incident, problem, and change management.
• Experience with Fishbone and 5 Whys method of conducting retrospectives and RCAs
• Strong understanding of ITIL. ITIL Certification is a plus.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal abilities, enabling effective interaction with customers and senior leadership teams.
• Passionate about delivering highly available services.
• Collaborative and adept at working effectively within a team and alongside colleagues.
• Familiarity with IT service management tools and software.
• Previous experience in IT or telecommunications is a plus.