Key Responsibilities: Service Excellence: Deliver high-quality IT services by managing performance against key technical KPIs and driving continuous improvement. Leadership & Governance: Lead and mentor Service Management teams, ensuring alignment with goals and maintaining strong vendor partnerships for seamless service operations. Cross-functional Collaboration: Work closely with Tech, Product, Security, Business stakeholders and Partner to resolve systemic service issues according to the SLA. Process Excellence: Optimize and govern ITSM processes (Incident, Problem, Change, Request, Release Management), ensuring alignment with SLAs and regulatory/compliance requirements. Operational Analytics: Design dashboards, OKRs, and reporting frameworks to monitor service health, customer impact, and operational efficiency.
Cost Optimization: Identify opportunities for automation, and tooling improvements to reduce costs and improve service value. Employee training and knowledge transfer: to align with ITSM procedures and Workflow process related Service request and Incident escalation. Qualifications: Bachelor's degree in Computer Science, Computer Engineering, or other related fields. 7+ years’ experience in IT service management and Strong background in ITIL framework Experience in managing and utilizing Jira software and Jira service management Technical background to help facilitate in technical discussions Outstanding communication and interpersonal skills Good English communication skills Good document writing skills.
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