Manager - IT Service Management

I. MAJOR RESPONSIBILITIES AND DUTIES:

• Oversees the implementation and management of ITIL-based processes such as Incident Management, Problem Management, Change Management, Service Request Management and Service Continuity
• Ensures high-quality service delivery by managing service levels, tracking KPIs, and following through issue resolutions that impact service availability and performance
• Drives the continual improvement of IT services, processes, and performance, identifying opportunities to enhance service delivery and reduce inefficiencies
• Regularly monitors and report on service performance, identifying trends and areas for improvement based on data-driven insights
• Enforces IT compliance with all regulatory compliance and compliance of the team members with ITSM policies and procedures to maintain service quality and security
• Acts as the liaison for both internal and external audits, coordinat...