ITSM Service Manager

Job Descriptions - ITSM Service Manager
· Minimum 8+years of experience in ITSM with service manager role
· Knowledge and application of the ITIL framework, good experience in ServiceNow, M365 and similar more platforms
· Ability to perform regular reporting for management level.
· Ability to coordinate different actors to resolve incidents.
· Experience in Service Management in an international structure.
· Comfortable with working shift to support follow-the-sun (FTS) activities
· The Service Manager is responsible for incident management (including major incident management), problem management, change management, and configuration management of cloud applications.
· Build and change activities, including the completion of deliverables for production readiness (operational excellence review).
· Service improvement activities, such as evaluating and streamlining support operational procedures, as well as optimizing and automating the Service delivery process.
· Leading governance within their scope (Ceremony, etc.).
· Managing supplier relationships, both operational and contractual.
· Ensuring compliance with service levels (SLA).
· Designing support processes that promote service improvement.
· Organizing disaster recovery tests.
· Leading investigations necessary for RCA completion.
· the Service Manager contributes to the implementation of standardized ITSM tools enabling automation across the entire application
· Good experience in application lifecycle, including end-to-end and performance testing, automated problem correction, verifiable version tracking processes, and measurable end-user experience.
· Should have excellent communication and interpersonal skills.
· Preferably immediate joiner.

Work arrangement
Hybrid