IT Infrastructure Service manager

Responsibilities:

As part of the GSC-NSC IT Infrastructure Team, you will support strategic and transformational initiatives from an ITSM SME perspective, including:

• Support the development of IT organizations and Business-as-Usual (BAU) support.
• Design and implement support models for various cloud-based services supporting end users and applications.
• Provide comprehensive coverage of all ITSM areas with focus driven by evolving business needs.
• Support and improve Service Management processes such as Problem Management, Knowledge Management, Service Request Fulfilment, and IT Service Catalogue Management.
• Assist with Change Management, Incident and Major Incident Management, License Management, Event Management, and Configuration Management as needed.
• Lead ITSM process improvement projects and transitions between ITSM ticketing tools, including process adjustments and establishing delivery frameworks.
• Participate in IT organization development initiatives.
• Provide hands-on ITSM process execution support when required.
• Remain flexible to handle emerging challenges within the Service Management organization.

Key Responsibilities:

• Problem Management: Identify, analyze, and resolve recurring incidents and problems; conduct root cause analysis and implement corrective actions; maintain problem management database.
• Knowledge Management: Develop and maintain a comprehensive, accurate, and accessible knowledge base; promote knowledge sharing and best practices.
• Service Request Fulfilment: Manage and coordinate the fulfilment of service requests; ensure completion within SLA; monitor and report on service request metrics.
• Support Other ITIL Processes: Assist in implementing and improving Incident Management, Change Management, and other ITIL processes; collaborate with IT teams for process integration; provide training and support on ITIL best practices.

Requirements:

• 7+ years of experience in ITSM roles within global organizations.
• Expertise with ITSM ticketing tools, preferably BMC Helix and/or ServiceNow.
• Proven experience in ITIL process management focusing on Service Request Fulfilment, Problem, and Knowledge Management.
• Excellent communication and interpersonal skills.
• Self-motivated with a 'get things done' attitude.
• Strong attention to detail and willingness to learn.
• Ability to work effectively under pressure.
• Demonstrated ability to manage complex ITSM projects end-to-end.
• Collaborative team player with strong analytical and problem-solving capabilities.
• Proficiency in ITIL tools and software.
• Excellent organizational and multitasking skills.