IT Service Management Manager

QUALIFICATIONS

• Minimum of 5 years in IT Service Management
• Knowledge of ITSM Framework
• ITIL, COBIT or any IT service management certification is an advantage
• Project management experience
• Degree in Computer Science, Information Technology, or equivalent discipline

• With knowledge in IT asset and configuration management and its lifecycle.
• With knowledge of IT Service Management Framework
• With people management experience handling management risk, effective delegation, and prioritization

• With a broad technical understanding of service level, service management, and IT Service business needs.

• with a technical understanding of End Point computing, Network, Cloud, IP telephony Infrastructure to be supported

ROLE SUMMARY

The ITSM Managers role is to supervise the IT service desk, technical support, and IT asset management team in maintaining PSACC IT infrastructure based on IT Service Management Framework, will work with different IT teams to develop and maintain best practice service level support, and operations service covering, Incident, Problem, Change, IT Request, and other IT Service Management processes

DUTIES AND RESPONSIBILITY

• Supervise the IT services team to support and maintain PSACC IT infrastructure.
• Interact with the Business Units to understand service level agreements and communicate the same to team members.
• Mentor and direct team members for timely completion of assigned projects, and conduct team meetings on a regular basis to discuss projects, issues, and status.
• Assist in staff performance evaluation.
• Oversee infrastructure upgrades, modifications, and deployments.
• Conduct risk assessment and develop mitigation plans.
• Perform root cause analysis of infrastructure problems and develop resolution plans.
• Perform incident analysis and suggest action items.
• Work with the IT team to develop problem management and service improvement plans.
• Maintain all documentation for deployment, maintenance, upgrades, and problem-resolution activities.
• Act as a single point of contact for all customer queries and issues.
• Ensure the team follows best practices and maintains service level agreements.
• Oversee the process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed and published
• Communicate department goals and procedures to team members, coordinate SLA, and ensure the team follows best practices and maintains service level agreements.
• Monitors and manage department issues and client complaints.
• Responsible for maintaining the service catalog and service delivery model
• Responsible for measuring and quantifying the performance of support members
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, and metrics reporting, and through regular engagement with stakeholders