IT Service Manager

Job Description & Requirements

• Accountable for 24/7 service availability and expected to lead major incident responses outside standard working hours when required.
• Proven track record of managing IT services supporting more than 1,000 end users across multiple locations and business units.
• Demonstrated experience managing underperforming vendors and holding third parties accountable for contractual service commitments.
• Responsible for delivering continuous cost optimization initiatives while maintaining or improving service quality and user satisfaction.
• Must be comfortable making high-impact decisions during critical outages with direct accountability to senior management and executive stakeholders.
• Expected to lead service transformation projects involving process redesign, automation, and organizational change with measurable business outcomes.
• Required to manage multip...