IT Service Manager

Job Purpose: Accountable for service management of the IT services end-to-end
within a portfolio of business applications, its underlying infrastructure and
their dependencies in the assigned area comprising of multiple business units,
IT teams and suppliers. Promotes continuous improvement, service quality,
customer satisfaction and operational efficiency in the day-to-day operations.
Develops and implements service management policies, procedures, and standards
that meet business requirements and ensures optimal support of the business
applications and their dependent components. JOB ACCOUNTABILITIES - Lead the
operational support services for a portfolio of ‎50-‎100 business applications
and its dependencies in accordance with the service risk exposure and monitors
service delivery. - Perform service performance analysis and effectively
channel the outcome and collaborate with relevant teams in IT, business and/or
supplier for continuous service improvements. - Champion and promote service
management culture and ensure adherence to organisation's IT Service
Management standards and practices in the assigned areas. - Monitor service
performance, act as a service escalation point for business and orchestrate
the speedy resolution of incidents to ensure ongoing business satisfaction. -
Manage and monitor the performance against Service Level Agreements (SLAs) and
Key Performance Indicators (KPIs) across all teams for both in-house as well
as supplier solutions. - Establish, maintain and conduct periodic Business
Service Reviews in the assigned areas of Business Units as needed by the
business stakeholders. - Negotiate and agree the right annual support budgets
with all relevant stakeholders in the assigned area, balancing service
requirements with financial objectives of the organisation. Ensure budgets and
resulting service performance remain in line with the overall IT and service
management strategy and ensure service quality requirements are met. Track
service/product/platform utilisation during the year to ensure improved
efficiency. - Establish, formalise and conduct Supplier Service Reviews to
ensure contractual objectives are met and SLAs are tracked and reported.
Identify and ensure collection of Service Credits and/or Service Debits where
contractually appropriate. Participate in the tendering and supplier selection
process in addition to renewals to drive adherence to IT service management
standards. Ensure the routine supplier payment process is setup efficiently
for service continuity from the suppliers. - Provide feedback and improvement
recommendations via the respective practice heads to maximize the efficiency
of support and IT Service Management within the organization. - Maintain good
rapport with all business stakeholders and build long-term working
relationships with all current and upcoming external service providers and
partners by objectively demonstrating the continual service improvements.
Qualifications & Experience: MINIMUM
QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS Qualifications: Degree or Honours
(‎12+‎3 or equivalent) : In a subject relevant to IT Experience: ‎8 years
management experience in the IT industry, ideally with experience in leading a
function in Service Management role Knowledge/skills: - Expert knowledge and
working experience in Service Management. - Ability to use enterprise
tools/systems e.g. ServiceNow, AppDynamics, Splunk, Power BI and possess the
technical abilities to create own senior management dashboards - Solid
knowledge of ITIL V4 practices backed up with experience in a service
organisation (Certification preferred) - Solid knowledge of SAFe agile
practices and experience in blending it with ITIL practices for best outcomes
(preferred) Other languages besides English: None Leadership Role: NO Safety
Sensitive Role: NO CRITICAL COMPETENCIES & LEVEL Delivery - Manager Level
Developing Talent - Manager Level Drive - Manager Level Engaging Others -
Manager Level Business Thinking - Manager Level Providing Direction - Manager
Level
Salary & Benefits: Join us in a management role and enjoy an attractive tax-
free salary. On top of our generous travel benefits, including discounted
flights and hotel stays around the world, this managerial role also has an
excellent leave and healthcare package. That's on top of transport benefits,
life insurance and more.