Job Purpose

The Senior Manager – Head of IT Service Management is responsible for establishing, leading, and continuously improving the IT Service Management (ITSM) function across the organization. This role ensures that IT services are delivered effectively, efficiently, and aligned with business objectives — enabling reliability, performance, and customer satisfaction across all IT domains including Applications, Infrastructure, Networks, and Security.

Key Deliverables:

• ITSM Strategy and Governance Framework
• Service Catalog and Service Level Agreements (SLA/OLA)
• Monthly IT Service Performance Reports and Dashboards
• Root Cause Analysis and Problem Closure Reports
• Continual Service Improvement Roadmap and Implementation
• Operational Readiness Criteria for New Projects/Systems

Key Responsibilities:

ITSM Strategy and Governance

• Develop and implement the organization’s ITSM strategy, frameworks, and governance aligned with ITIL best practices.
• Define and own IT service policies, procedures, and service models covering incident, problem, change, request, release, and configuration management.
• Establish service performance metrics and reporting structures to ensure data-driven IT governance and continuous improvement.
• Drive adoption of standardized processes across IT domains to achieve operational excellence and compliance.

Service Operations Management

• Oversee end-to-end IT service delivery and ensure agreed SLAs and OLAs are achieved.
• Lead the Service Operations Center (SOC) / IT Command Center in managing incidents, escalations, and major outages.
• Coordinate Root Cause Analysis (RCA) and problem resolution with technical teams.
• Manage service transition for new systems or major releases to ensure operational readiness and supportability.

IT Performance and Continual Improvement

• Implement performance dashboards for service availability, reliability, and user satisfaction.
• Lead the continual service improvement (CSI) program using trend analysis, KPIs, and lessons learned.
• Benchmark IT performance against industry standards and recommend optimization initiatives.

Stakeholder and Vendor Management

• Serve as the focal point between IT and business units for service performance, quality, and improvement initiatives.
• Manage service delivery from external vendors and partners, ensuring adherence to contracts and SLAs.
• Participate in vendor governance meetings and performance reviews.

People Leadership

• Lead, mentor, and develop the ITSM team including Service Desk, Incident Managers, and Process Owners.
• Foster a culture of accountability, customer focus, and proactive service improvement.
• Drive cross-functional collaboration between Applications, Infrastructure, Security, and Business teams.

Education

• Bachelor’s Degree in Computer Science, Information Systems, Engineering, or related field

Experience

• Minimum 10–15 years of IT experience, with at least 5 years in IT Service Management leadership roles.
• Proven experience managing enterprise-scale IT operations and service delivery, preferably in telecommunications or large enterprise environments.
• Strong knowledge of ITIL framework (v4 preferred) and experience implementing ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
• Experience in vendor management, SLA management, and major incident handling.

Certifications preferred:

• ITIL 4 Managing Professional or Expert
• ISO/IEC 20000 Lead Implementer or Auditor
• PMP / PRINCE2 or equivalent project management certification

Key Skillsets

• Strategic thinking and service-oriented mindset
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management
• Leadership and team development capability
• Decision-making under pressure (major incidents)
• Continuous improvement and innovation mindset