Job Title: IT Service Excellence Manager
The role involves overseeing the delivery of IT services to ensure efficiency and user satisfaction.
You will own the setup, execution, and continuous improvement of IT Service Management (ITSM) processes, tools, and workflows.
Manage the full lifecycle of ITSM processes including incident, problem, change, service requests.
* Define, maintain, and implement ITSM processes and documentation.
* Oversee Site Reliability Engineering (SRE) to enhance infrastructure performance, availability, and scalability.
* Lead Level 1 support and incident management ensuring timely resolution and stakeholder communication.
Required Skills:
* A degree in Information Technology or Computer Science with additional ITSM certifications.
* Extensive experience managing and optimising ITSM frameworks.
* Demonstrated success in implementing SRE practices and strong knowledge of infrastructure performance, monitoring, and automation.
* Skilled in leading high-priority incident response and user support.
* Adept at collaborating with cross-functional teams and stakeholders.
* Proven ability to lead governance initiatives and embed best practices.