IT Service Management Manager

Manager-KDNI (SDM - EMA)

KDNI - Manager (SDM)

• 9+ years of experience Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, COBIT, ISO 20000, DevOps is a must
• Good knowledge of cloud technologies, primarily Microsoft Azure Technologies
• Experience managing service management processes, policies, procedures, and guidelines
• Strong leadership skills and the ability to work effectively with business managers and IT operations staff
• Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals
• Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the IT organization, project and application development teams, management, and business personnel
• Attention to detail and pride in well-presented and accurate work; Strong problem solving, analytical, and independent judgment skills to support an environment driven by customer service and teamwork
• Must be able to work autonomously and independently with minimal guidance
• Professionalism and commitment which includes investing time outside office hours when deemed required
• Ability to build productive relationships with peers and customers
• Confidence in dealing with staff, managers, and senior leadership across the firm
• High English language speaking, reading, and writing proficient•Owns IT service management (ITSM) processes and ensure the ongoing adherence and adoption through compliance reporting and education
• Manage the service provided by Supplier teams working with the Global Service Management Office to ensure management and governance of IT Service Management processes
• Provide ongoing input into continuously improving service management processes and implementation within ITSM tools
• Develop quality metrics (Power BI) for service management processes lifecycle management, analyze data and implement quality improvements
• Run or ensure management of major incident management investigations to facilitate the resolution of major incidents 24 x 7 x 365
• Act as an escalation point for all ITSM Process and Tool management activities

•Bachelor's degree in IT, Business, or related field.

• Minimal of 9+ years of experience in IT Service Management.
• Strong understanding of ITIL framework (ITIL certification preferred).
• Experience with ServiceNow or similar ITSM platforms.
• Excellent communication and stakeholder management skills.
• Analytical mindset with experience in metrics and reporting.
• Familiarity with Configuration and Release Management processes.
• High proficiency in English (spoken and written).

Experience Level

Senior Level