About the Role
This is an exciting opportunity for a detail-oriented and proactive IT Service Manager to join our team. As a key member of the IT organization, you will be responsible for designing, maintaining, and continuously improving core ITIL-based service management processes.
Key responsibilities include supporting all IT domains – Infrastructure, Applications, Services, and Cybersecurity – with process design, reporting, communication, and collaboration. You will also own and maintain the IT department's SharePoint environment as a central communications and knowledge-sharing platform.
* ITIL Process Ownership & Operation:
* Design, document, and operate ITIL processes such as problem management, change management, contract & license management and other ITIL processes
* Facilitate process adherence across IT teams and follow up on actions and escalations
* Service & KPI Reporting:
* Define and manage key performance indicators (KPIs) across IT processes
* Produce regular reports and dashboards on process performance, service maturity, contract compliance, and issue trends
* Provide insight to the Manager IT Services and broader leadership team to support operational decisions
* Contract & License Management:
* Maintain contract overview across IT vendors and service providers
* Monitor renewal dates, SLAs, and deliverables, and ensure alignment with operational needs
* Monitor & optimise license usage
* IT Communication & Knowledge Management:
* Coordinate internal IT communications (e.g., maintenance notices, process updates, service announcements)
* Maintain IT documentation standards and ensure clarity and consistency across internal content
* Own and continuously improve the IT SharePoint site, including structure, usability, and content accuracy
* Project Management Support:
* Support project governance by defining project templates, reporting structures, and progress monitoring mechanisms
* Assist project managers with stakeholder updates, project documentation, and milestone tracking
* Help align operational service teams with project requirements and transitions
* Lead IT projects
Requirements
To succeed in this role, you will need:
* Proven experience: In IT service management or IT process coordination roles
* ITIL certification: ITIL v4 Foundation (Intermediate or Managing Professional preferred)
* Familiarity with project frameworks: Agile, PRINCE2, PMBOK
* Process orientation: Capable of documenting and standardizing workflows
* Strong communication skills: Able to bridge technical and non-technical audiences
* Analytical mindset: Experience creating dashboards and process metrics
* Self-motivation: Ability to work independently while coordinating with diverse IT teams
Why Work With Us?
We are a global leader in AV and UCC technology, trusted by world-class organizations. Our solutions drive maximum collaboration, engagement, and productivity. We partner with the world's best vendors to deliver cutting-edge technology tailored to our customers' exact needs.
We offer a dynamic and inclusive work environment that values diversity and promotes equal opportunities. If you're passionate about IT service management and want to make a real impact, we encourage you to apply.