IT Service Manager (all genders)
Core
IT Service Manager acting as a liaison between customers and delivery teams, responsible for SLA/KPI adherence, process optimization, and escalation management.
Role type
IT Service Manager
Builds
IT services including Server, Network, AD, Clients, Service Desk, SAP AMS, and Cloud
Domain
IT Infrastructure & Managed Services
Required skills
ITIL process definition, SLA/KPI monitoring, project coordination, escalation management, customer relationship management, complex IT knowledge, reporting and analysis
Preferred skills
Technical infrastructure knowledge, stress management, organizational skills
Technologies
SAP AMS, Cloud, AD, Service Desk
Responsibilities
Coordinate customer requirements and internal/external units, monitor SLAs and KPIs, define and optimize ITIL processes, manage escalations, create reports and evaluations
Seniority
Mid-Senior, hands-on IC
