Service Manager
Core
Support core Service Management activities including monitoring service performance, coordinating operational actions, and driving continuous service improvement for IT services.
Role type
Service Management Associate
Builds
High-quality IT services aligned with ITIL best practices and client expectations
Domain
IT Service Management (ITSM) / SIAM
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
IT Service Management experience, ITIL principles knowledge, stakeholder coordination, analytical reporting on SLAs/KPIs, service management tools proficiency
Preferred skills
SIAM experience, vendor governance experience, process audit experience, team mentorship
Technologies
ServiceNow, ITSM platforms
Responsibilities
Coordinate day-to-day Service Management activities across internal support teams; Monitor service performance, SLA compliance, KPIs, and operational effectiveness; Drive continuous service improvement initiatives; Track and manage service management activities ensuring process compliance; Monitor service tickets and process performance; Act as an escalation point for service and process-related issues; Conduct process audits and spot checks to ensure compliance with ITIL processes
Seniority
Individual Contributor, operational support level
