- Company Name
- Switch
- Job Title
- Manager, IT Service Management
- Job Description
-
**Job Title**
Manager, IT Service Management
**Role Summary**
Lead the design, execution, and continuous improvement of IT Service Management (ITSM) practices. Oversee end‑to‑end ITSM processes—Incident, Problem, Change, Asset, and Configuration Management—ensuring delivery aligns with business objectives, operates with transparency, and adheres to ITIL‑aligned standards in a high‑availability, hybrid environment.
**Expectations**
- Own and enforce ITSM processes, policies, and documentation.
- Deliver consistent, high‑quality IT services while balancing operational priorities with strategic improvement initiatives.
- Build and mentor a high‑performance ITSM team.
- Communicate effectively with technical staff and non‑technical stakeholders.
**Key Responsibilities**
1. Own and continuously improve ITSM processes (Incident, Problem, Change, Asset, Configuration).
2. Establish and enforce ITIL‑aligned standards, operating procedures, and documentation.
3. Support Change Advisory Board (CAB) operations; approve and manage change implementation with risk controls.
4. Manage IT asset lifecycle: procurement, inventory, compliance, audits, and retirement.
5. Define and maintain scalable, audit‑ready ITSM policies and procedures.
6. Develop dashboards, reports, and KPIs to monitor service performance and identify improvement opportunities.
7. Partner with Infrastructure, Security, Applications, and Helpdesk teams to align delivery and resolve systemic issues.
8. Lead, coach, and develop ITSM team members; set clear expectations and provide performance feedback.
9. Identify process gaps, conduct root‑cause analyses, and drive corrective actions.
10. Balance day‑to‑day operations with long‑term service‑improvement road‑maps.
**Required Skills**
- 5+ years managing IT service delivery in complex or hybrid environments.
- Proven ownership of ITSM processes and drive adoption across cross‑functional teams.
- Strong working knowledge of ITIL frameworks and practical implementation experience.
- Experience with enterprise change control and asset management programs.
- Ability to design, analyze, and act on metrics and trend data.
- Proficiency with ITSM platforms (e.g., ServiceNow, Jira Service Management).
- Excellent communication, negotiation, and stakeholder‑management skills.
- Strong judgment in risk, change, and service‑impact management.
- Ability to balance strategic direction with day‑to‑day execution.
**Required Education & Certifications**
- Bachelor’s degree (or equivalent) in Information Technology, Computer Science, or related field.
- ITIL Foundation (or higher) certification preferred.
- Project management or equivalent process certification (e.g., PMP, PRINCE2) a plus.