SENIOR IT SERVICE MANAGER

Accountabilities: • Manage relationships with external IT service providers, ensuring services are delivered in accordance with contractual commitments, service levels, and business expectations. • Monitor and evaluate provider performance against SLAs, KPIs, OLAs, and operational quality metrics while leading regular governance and service review meetings. • Oversee supplier performance, service consumption, and cost transparency, collaborating with finance stakeholders to support efficient service delivery and cost optimization. • Drive service improvement initiatives by addressing performance gaps, mitigating operational risks, managing escalations, and implementing corrective action plans. • Own and continuously improve Incident Management and Change Management processes, ensuring operational stability and controlled execution of changes across the IT landscape. • Coordinate major incident response activities, facilitate stakeholder communication, and ensure timely resolution of critical issues. • Maintain and enhance IT service governance frameworks, reporting processes, user satisfaction metrics, and operational performance dashboards. • Promote the adoption of automation, AI-enabled capabilities, self-service solutions, and ITSM best practices while managing and optimizing the organization's ITSM platform. • Collaborate with business leaders, internal IT teams, and external partners to align IT service delivery with evolving business priorities. Requirements • Minimum of 7 years of experience in IT Service Management, IT Operations, or a related discipline. • Proven experience managing outsourced IT services, managed service providers, or complex vendor relationships. • Strong expertise in ITIL-based service management practices, particularly Incident Management and Change Management process ownership. • Solid understanding of service governance, SLA and KPI management, operational reporting, risk management, and continuous service improvement. • Experience working with IT Service Management (ITSM) platforms; experience administering or managing SysAid is an advantage. • Familiarity with automation technologies, AI-driven service management, AIOps, workflow automation, or virtual agent solutions is highly desirable. • Experience working within international, multi-site, or hybrid internal/external IT delivery environments. • Strong financial awareness with experience supporting supplier governance, service consumption monitoring, and cost optimization initiatives. • Excellent stakeholder management, negotiation, communication, and presentation skills with the ability to translate technical concepts for business audiences. • Fluent English communication skills (written and spoken, B2 level or above). • Proactive, structured, customer-focused, and collaborative mindset with the ability to perform effectively under pressure and lead service improvements. Benefits • Opportunity to lead strategic IT service management initiatives within a global and collaborative environment. • Remote work flexibility, supporting a healthy work-life balance. • Exposure to modern ITSM practices, automation technologies, AI-enabled service management, and digital transformation initiatives. • Opportunity to work with international stakeholders, cross-functional teams, and leading external technology partners. • Continuous learning, professional development, and career growth opportunities. • Collaborative culture focused on operational excellence, innovation, and continuous improvement. • Competitive compensation package and employee benefits aligned with company policies. • Meaningful role with significant influence on enterprise IT service quality, governance, and customer satisfaction. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1