The Role of IT Service Manager: A Key Position in Driving Business Value
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IT Service Managers play a vital role in ensuring the smooth operation of an organization's IT services. They are responsible for designing, maintaining, and continuously improving core ITIL-based service management processes.
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* Key Responsibilities:
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Supporting all IT domains — Infrastructure, Applications, Services, and Cybersecurity — with responsibilities that span process design, reporting, communication, and collaboration.
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* Designing, documenting, and operating ITIL processes such as problem management, change management, contract & license management, and other ITIL processes.
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Facilitating process adherence across IT teams and following up on actions and escalations.
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Service & KPI Reporting:
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Defining and managing key performance indicators (KPIs) across IT processes.
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Producing regular reports and dashboards on process performance, service maturity, contract compliance, and issue trends.
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Providing insight to the Manager IT Services and broader leadership team to support operational decisions.
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Contract & License Management:
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Maintaining contract overview across IT vendors and service providers.
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Monitoring renewal dates, SLAs, and deliverables, and ensuring alignment with operational needs.
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Monitoring & optimising license usage.
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IT Communication & Knowledge Management:
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Coordinating internal IT communications (e.g., maintenance notices, process updates, service announcements).
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Maintaining IT documentation standards and ensuring clarity and consistency across internal content.
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Own and continuously improve the IT SharePoint site, including structure, usability, and content accuracy.
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Project Management Support:
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Supporting project governance by defining project templates, reporting structures, and progress monitoring mechanisms.
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Assisting project managers with stakeholder updates, project documentation, and milestone tracking.
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Helping align operational service teams with project requirements and transitions.
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Leading IT projects.
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Required Skills and Qualifications:">
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* Proven experience in IT service management or IT process coordination roles.
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ITIL v4 Foundation certification (Intermediate or Managing Professional preferred).
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Familiarity with project frameworks (Agile, PRINCE2, PMBOK) is a plus.
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Proven experience designing and running ITIL-based processes.
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Process-oriented and structured; capable of documenting and standardizing workflows.
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Strong communication skills with the ability to bridge technical and non-technical audiences.
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Analytical mindset with experience creating dashboards and process metrics.
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Self-starter with the ability to work independently while coordinating with diverse IT teams.
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Benefits:">
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* A collaborative and dynamic work environment.
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Ongoing training and development opportunities.
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Opportunities for career growth and advancement.
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Equal Opportunities Employer:">
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We welcome applications from candidates who share our commitment to diversity and inclusion. We strive to create a workplace where everyone feels valued, respected, and supported.