IT Service Management

Job Description:

• Lead and manage the IT Service Management or Service Desk team to deliver consistent and high-quality IT services
• Ensure service performance meets agreed KPIs and SLAs and address gaps when targets are not achieved
• Own and continuously improve core ITSM processes such as Incident Problem Change and Service Level Management
• Work closely with internal IT teams business stakeholders and vendors to ensure smooth service operations and timely issue resolution
• Support the implementation and adoption of service management standards and best practices across the organization
• Monitor service trends performance metrics and user feedback to identify improvement opportunities
• Support service reporting and provide regular updates to management on service performance
• Ensure service readiness and operational stability during system changes or new implementations

Requirements:

• Bachelor degree in Information Technology Information Systems Engineering or related fields
• At least 5 years of experience in IT Service Management IT Operations or related roles
• Experience leading or supervising Service Desk or IT Operations teams is highly preferred
• Practical experience using ITSM tools such as ServiceNow BMC Remedy GLPI or similar
• Solid understanding of ITSM concepts including Incident Problem Change and SLA Management
• Good communication and stakeholder management skills
• Comfortable working in a complex multi stakeholder environment