IT Services Operations Manager (ITSM)

The IT Services Operations Manager (ITSM) is responsible for ensuring the delivery of high-quality IT services to end-users and stakeholders. This role requires a professional with a strong background in IT Service Management (ITSM), with a focus on service delivery, incident management, and continuous improvement. The ITSM Manager will oversee daily operations and will report to the Head of Services. He will be leading a team of ITSM professionals and will be working closely with Service Managers, Service Delivery Managers, and the Operations Managers' teams.

Responsibilities:

Manage Service Operations:

• Oversee the daily operations of IT services, ensuring that processes, services, and infrastructure meet the quality and performance standards.

Incident and Request Management:

• Manage and prioritize incidents and service requests, ensuring timely resolution and user satisfaction.

Implement ITSM Best Practices:

• Implement and adhere to ITIL/ITSM best practices and methodologies to improve service delivery and customer satisfaction.

Service Level Management:

• Develop and manage Service Level Agreements (SLAs) and ensure that IT services are delivered within agreed-upon timeframes and standards.

Continuous Improvement:

Identify areas for improvement within the service operations and initiate projects to enhance service quality and efficiency.

Team Leadership and Development:

• Lead and develop the IT Services team, promoting a collaborative and learning environment.

Stakeholder Communication:

• Maintain open lines of communication with stakeholders, addressing concerns, and providing updates on service-related issues.

Performance Monitoring:

• Monitor service delivery metrics and KPIs and report to IT leadership, focusing on continual service improvement.