Mgr Svc Mgmt
Core
Provides leadership and oversight for the Service Management group, ensuring ITIL-based service support and delivery through processes like incident, major incident, problem, request, and change management.
Role type
Manager, Service Management
Builds
ITIL-based service support and delivery processes
Domain
IT Service Management (ITSM)
Required skills
ITIL framework expertise, incident management, major incident management, change management, problem management, client relationship management, team leadership, process compliance monitoring
Technologies
ITIL, incident management tools, change management tools, problem management tools
Responsibilities
Manage the efforts of the professional Service Management team; Ensure team members follow established procedures and deliver exceptional client service; Collaborate with internal partners and stakeholders for communication and reporting; Engage with clients to gather requirements and ensure satisfaction; Monitor team performance and resolve competency issues.
Seniority
Manager, 8+ years experience