Manager - It Service Management

Role Purpose:

The IT Service Management (ITSM) Manager is responsible for overseeing and optimizing an organization's IT service delivery and support processes. Their role is to ensure efficient and effective IT services, aligning them with business objectives, and maintaining service quality. This includes managing service desk operations, implementing ITIL best practices, and continuously improving service delivery to meet the evolving needs of the organization and its customers.

Role Details – Key Responsibilities and Accountabilities:

• Manage the end-to-end delivery of IT services to customers, which includes processes and activities to design, create, deliver, and support IT services.
• Design and produce Management Information, including dashboards, KPI reports and service performance metrics, to illustrate service performance and support senior decision making.
• Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the enterprise IT Organization.
• Lead the design and implementation of the NGEN Service Management Framework, ITIL, COBIT Governance Framework and Operating Model based on ITSM Best Practices.
• Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery.
• Provide direction and goal-setting on strategy and operations.
• Contribute to design and solution development activities.
• Implement and transition security strategy for the architecture and remote access strategy Supports ERP Program Management efforts.
• Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting.
• proactive monitoring of multiple applications and sets of servers and polling of customer data to ensure data integrity and that customer requirements are met, administration of new users and maintenance of existing users .
• Define roles and responsibilities for the new Service Management organization.
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
• Responsible for incorporating new services into the service catalog and service delivery model.
• Accountable for building and publishing the service catalog.
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed and published.
• Responsible for measuring and quantifying performance and compliance.
• Develop performance measures and consistently report metrics.
• 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.
• Partner with services teams to deliver a service operations strategic plan and roadmap.
• Provide tactical and strategic recommendations based on ITSM KPIs.
• Establish and run Steering Group Reviews with the BU stakeholders, Country IT Heads, and Corporate HO SMEs.
• Interface with other teams (Development, Delivery) to ensure joined up and coordinated strategy to meet Service Management goals and objectives.
• Participate in creating reports and presentations, and improve processes.
• Work in a team environment, with IT Engineering, Project and Service Management gathering and defining system implementation requirements.
• Responsible for resource management, including yearly employee reviews, cost analysis, resource allocations, and employee growth and training.
• Provide coaching, mentoring and development for team members.

Definition of Success

• Efficient IT Service Delivery: Ensuring timely and efficient service delivery with minimal disruptions.
• Effective Incident and Problem Resolution: Swift and effective resolution of incidents and problems.
• Change Management: Smooth implementation of changes without impacting service quality.
• Service Improvement: Continuously identifying and implementing service enhancements.
• Customer Satisfaction: High levels of end-user and stakeholder satisfaction NPS/CSAT.
• Compliance and Risk Management: Ensuring adherence to regulations and effectively managing IT-related risks.
• Efficient Resource Utilization: Optimizing IT resources and cost-effectively allocating them.
• Alignment with Business Objectives: Close alignment of ITSM practices with the organization's overall goals and success.

Functional/Technical Competencies

Functional Competencies:

• Service Strategy: Aligning IT services with organizational objectives.
• Service Design and Transition: Effectively designing and transitioning IT services.
• Service Operation: Managing day-to-day IT service delivery and support.
• Service Improvement: Identifying and implementing service enhancements.
• Service Desk Management: Overseeing service desk operations and customer support.
• Vendor and Supplier Management: Handling vendor relationships and contracts.
• ITIL Framework Knowledge: Understanding ITIL best practices for ITSM.

Technical Competencies: