IT Service Manager

The IT Service Manager is a key leadership role responsible for the end-to-end planning, delivery, performance, and continual improvement of IT services across the organisation. This position ensures that IT services are reliable, efficient, secure, and fully aligned with business objectives and user needs.

Requirements

• Develop, implement, and maintain IT service strategies, policies, and processes.
• Oversee the full lifecycle of incident, problem, request, and change management.
• Define, negotiate, monitor, and report on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Lead, mentor, and develop IT support teams (including service desk, operations, and technical specialists).
• Manage IT service budgets, vendor contracts, and procurement.
• Build and maintain strong relationships with internal stakeholders, business units, and external service providers.
• Identify opportunities for process optimisation, automation, and innovation.
• Ensure all IT services comply with relevant regulations, security standards, and organisational policies.
• Maintain an up-to-date service catalogue, knowledge base, and configuration management database (CMDB) to support efficient operations.
• Produce regular performance reports and dashboards for senior management.
• Design, implement, and continuously improve proactive monitoring and alerting systems across the entire IT environment.
• Own and drive the organisation's IT security posture within the service management framework.

Benefits

• Paid vacation or time off
• Retirement plan
• Tuition reimbursement
• Employee relocation assistance