ITSM Manager
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Key skills for this role
About the Role
Manage IT service operations, incident and change management, ensuring ITIL compliance and continuous improvement while leading a professional team.
Key Skills for This Role
Responsibilities
- Own the end to end ITSM framework, ensuring consistent service delivery across all locations
- Own the Major Incident Management process, including escalation paths and root cause analysis
- Own the ITIL aligned change management process, including CAB and TAB
- Lead 24/7 service desk operations and regional field support
- Centralise monitoring and alerting, build operational dashboards
- Lead a team across service desk, field support, and operations
Requirements
- Experience in IT service management with ITIL discipline
- Experience leading service desk operations and incident management
- Knowledge of change management processes including CAB/TAB
- Ability to build and maintain operational dashboards and KPIs
- Experience in team leadership and coaching
Full Job Posting
About the Role
- The Manager, IT Service Operations owns the operational backbone of the Infrastructure & Cybersecurity function.
- This role leads service desk operations, incident management, change management, monitoring, and field support across the organisation.
- It is a hands on leadership role focused on professionalising operations, embedding ITIL discipline, and bringing measurable improvement to how the business experiences IT.
Key Responsibilities
- Own the end to end ITSM framework, ensuring consistent service delivery across all locations.
- Establish a clear L1/L2 service model with structured ticket routing.
- Drive continual service improvement using data, metrics, and feedback loops.
- Own the Major Incident Management process, formal escalation paths, named incident commanders, bridge protocols, and structured executive communications.
- Ensure mandatory Root Cause Analysis on all P1 and P2 incidents within agreed timeframes.
- Establish ticket priority discipline and bring P1 volumes to industry norms.
- Drive proactive incident detection through monitoring.
- Own the ITIL aligned change management process, including Change Advisory Board (CAB) and Technical Advisory Board (TAB).
- Ensure changes are presented by business or application owners with proper documentation, impact assessment, and rollback plans.
- Enforce multi party approvals and structured change governance.
- Lead 24/7 service desk operations and regional field support.
- Ensure consistent standards, tooling, and service quality across all locations.
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