Service Manager

Role detailWe are looking for a detail-oriented service manager to manage the operation and execution of activities within the IT Service Management environment. The service manager's responsibilities include providing the highest level of business service and developing lasting business relationships. The service manager maintains a strong working knowledge of all industry standards and practices as well as the company's products and services.Main responsibilitiesControl and continuous improvement of the operation management processes (Incidents, Requests, Changes, Problems, Releases, Service Level Control) according to ITIL standards.Definition and documentation of internal operation protocols to ensure the correct management of the processes within the ITSM tools.Definition and Monitoring of Service Levels. Set reportable metrics to measure and maintain performance and health of the company's servicesDocumentation of processes / servicesPrepare, adapt and deliver, on time, reports in scope with accurate and updated data for customers within a defined area of responsibility, in order to inform and help others to make decisionsManagement of internal customers as business-IT partner. Actively seek feedback on IT service to help continually improve business experienceManagement of external IT suppliersMust be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactionsDevelop the IT and Country Incident SPOC (forum with the purpose to improve our WoW, processes and collaboration with the ultimate goal to minimize downtime of our services / keeping our services availability KPI targets)Collaborate and proactively work with the team to achieve the agreed objectives by understanding common goals. Share, manage and deal with issues in an open manner with a proactive and open-minded attitudeRequirementsAt least 5 years of experience in IT service managementExtensive experience in the IT Services sector gained in organizations where IT is considered critical to their successful operationITIL CertifiedA background in consultancy or outsourcing is desirableCompetencesFluent in English (written and spoken)Excellent communication and customer service skillsOrganized, methodical and responsibleInitiative and ability to work in teamProactivity and autonomyAbility to work under pressure Save job