IT Service Manager (ITIL Certified) at Trusoft Limited

Job Summary:

• We are seeking an IT Service Manager who is ITIL certified to join our team.
• The IT Service Manager will be responsible for managing the delivery of IT services to our customers in accordance with ITIL best practices.
• The successful candidate will ensure that IT services are delivered to agreed standards, service level agreements are met, and customer satisfaction is maintained at all times.

Key Responsibilities:

• Define, implement and manage ITIL-based service management processes
• Ensure IT services are delivered to agreed service level agreements (SLAs) and key performance indicators (KPIs)
• Manage and monitor incident, problem, change, release and service level management processes
• Implement and manage IT asset and configuration management processes
• Manage relationships with third-party service providers and vendors
• Maintain effective communication with key stakeholders to ensure they are kept informed of service delivery performance and any issues that may affect customer satisfaction
• Prepare and deliver regular service performance reports and management information
• Continuously improve IT service management processes in accordance with ITIL best practices
• Provide leadership and direction to the service management team

Requirements:

• Bachelor's degree in Computer Science, Information Technology or related field
• ITIL Foundation certification and ITIL Intermediate or Expert certification in Service Management
• Minimum of 5 years’ experience in IT service management
• Excellent knowledge of ITIL service management frameworks, processes and procedures
• Strong interpersonal and communication skills
• Excellent leadership and management skills
• Ability to work under pressure and meet tight deadlines
• Strong analytical and problem-solving skills
• Experience with IT service management tools and software
• Ability to work in a team-oriented, collaborative environment