KEY RESPONSIBILITY
Manage the delivery of IT services (infrastructure, applications, user support) to ensure business continuity.
Monitor service performance against SLAs, identifying gaps and ensuring corrective actions.
Collaborate with IT Planning and business stakeholders to align services with evolving business needs.
Lead ITIL-based service management practices including Incident, Problem, Change, and Release Management.
Ensure timely resolution of escalated issues and implement proactive measures for risk reduction.
Oversee contracts and relationships with external vendors and service providers.
Contribute to the IT strategy by proposing enhancements in service delivery models and tools.
Drive adoption of automation and self-service initiatives for operational efficiency.
Manage the IT Service Desk and ensure high customer satisfaction through responsive support.
TECHNICAL COMPETENCIES
Strong expertise in IT Service Management (ITSM) frameworks – preferably ITIL certified.
Proven ability to manage large-scale IT operations and support environments.
Proficient in tools such as ServiceNow or equivalent ITSM platforms.
Strong understanding of infrastructure, cloud, and enterprise application environments.
QUALIFICATIONS, EXPERIENCE AND SKILLS
Essential Qualification: Bachelor’s in Computer Science, Information Technology, or related field
Desirable Qualification: ITIL Certification, PMP or equivalent service management credentials
Experience: Minimum 8–10 years in IT service management with at least 3 years in a managerial role