It Service Manager

We are seeking an experienced IT Service Manager specializing in IT Operations to lead and optimize our IT service delivery. The ideal candidate will bring a wealth of knowledge in capacity management, SLA oversight, problem resolution, stakeholder management, ticket analysis, and effective escalation procedures. If you are a strategic thinker with a proven track record in IT service management and a focus on operational excellence, we invite you to join our dynamic team.
Responsibilities:
Capacity Management:Develop and implement capacity management strategies to ensure optimal performance of IT systems.
Regularly assess current and future capacity requirements and proactively address any gaps.
SLA Management:
Define, monitor, and report on Service Level Agreements (SLAs) for IT services.
Collaborate with cross-functional teams to meet or exceed SLA targets and drive continuous improvement.

Problem Management:Establish and oversee effective problem management processes to identify root causes of incidents and prevent recurrence.
Work collaboratively with technical teams to implement long-term solutions and improvements.

Stakeholder Management:Establish and maintain positive relationships with key stakeholders, both internal and external.
Act as the primary point of contact for IT service-related communications.
Ticket Analysis:
Oversee the analysis of incident and service request tickets to identify trends and areas for improvement.
Implement measures to reduce the volume of recurring issues.

Escalation Management:Develop and implement an effective escalation process for critical incidents.
Ensure timely and appropriate communication during escalations to minimize business impact.