Job description
My client is seeking an IT Service Manager to oversee client-facing IT services, ensuring high-quality support and effective communication between our team and external clients. The ideal candidate will possess fundamental IT knowledge, strong decision-making skills, and the ability to coach and guide business analysts.
Key Responsibilities:
Look forward to hearing from you.
We apologies that only shortlisted candidates will be contacted.
Key Responsibilities:
- Serve as the primary point of contact for external clients, managing IT service delivery and ensuring client satisfaction. Ensure that project milestones are met with a high degree of accuracy and quality.
- Manage task and ticket tracking in Jira to ensure that issues are systematically prioritized and resolved within established timelines. Develop and maintain status dashboards and reports for stakeholder visibility.
- Lead the onboarding process for new clients, ensuring a smooth transition to the services and technologies.
- Guide and nurture team members to improve their skills in technical areas and release management, while promoting a culture of continuous learning and accountability within the team.
- Oversee and evaluate the delivery of IT services to ensure high-quality standards and prompt responsiveness. Uphold Service Level Agreements (SLAs) and focus on driving continuous improvements.
- Demonstrate confidence in decision-making and the ability to challenge processes or decisions that lack clarity.
- Coach and guide Business Analysts, leveraging prior experience in BA roles to enhance team performance.
- Manage and assign tasks effectively, ensuring appropriate timelines are established and met.
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. A Master’s degree is a plus.
- Basic understanding of IT concepts, with practical experience in SQL, HTML, and CSS.
- At least 7-10 years of experience in IT service management or IT project management, with a track record of solving complex challenges in a dynamic environment.
- Proven decision-making skills and the ability to engage in constructive discussions.
- Proficiency in Excel for data analysis purposes.
- Strong organizational skills with the ability to manage tasks and prioritize effectively.
- Experience in a client-facing IT role.
- Familiarity with IT service management frameworks (e.g., ITIL).
- Excellent communication and interpersonal skills.
Look forward to hearing from you.
We apologies that only shortlisted candidates will be contacted.
