IT Service Management

As an ITSM Manager at ISG, you will play a strategic role in defining and implementing IT service management strategies to optimize service delivery and drive operational efficiency. You will lead a team of professionals, establish KPIs to assess performance, collaborate with stakeholders to align ITSM activities with business objectives, and drive continuous service improvement initiatives. Your responsibilities will include: - Developing and executing strategies, policies, and procedures aligned with industry best practices (e.g., ITIL framework) to optimize IT service delivery. - Leading and managing a team of professionals, ensuring alignment with organizational goals and priorities. - Establishing and monitoring KPIs, metrics, and benchmarks to assess ITSM performance and drive continuous improvement initiatives. - Collaborating with IT leadership and business units to understand service requirements and align ITSM activities with business objectives. - Driving the adoption and compliance of processes across the organization, ensuring adherence to SLAs and regulatory requirements. - Leading the implementation and optimization of ITSM tools to automate workflows and enhance the end-user experience. - Providing strategic guidance to senior management on ITSM trends, technologies, and industry standards. Qualifications required for this role include: - Bachelor's degree in information technology, Computer Science, Business Administration, or related field; Master's degree preferred. - 12+ years of experience in IT service management or related roles, with demonstrated leadership experience. - Strong technical expertise in ITSM frameworks (e.g., ITIL, COBIT) and ITSM tools and technologies. - Excellent leadership, interpersonal, communication skills, and the ability to influence and collaborate effectively. - ITIL Expert certification or higher-level ITIL certifications preferred. - Proven track record of successfully leading ITSM programs and projects. - Familiarity with MS Office and quality management methodologies. - Self-motivated, able to work independently, and flexible on timings. At ISG, diversity and inclusion are celebrated, supported, and thrived upon for the benefit of employees, clients, and communities. ISG is committed to creating an inclusive environment for all employees to enhance the quality of work. As an ITSM Manager at ISG, you will play a strategic role in defining and implementing IT service management strategies to optimize service delivery and drive operational efficiency. You will lead a team of professionals, establish KPIs to assess performance, collaborate with stakeholders to align ITSM activities with business objectives, and drive continuous service improvement initiatives. Your responsibilities will include: - Developing and executing strategies, policies, and procedures aligned with industry best practices (e.g., ITIL framework) to optimize IT service delivery. - Leading and managing a team of professionals, ensuring alignment with organizational goals and priorities. - Establishing and monitoring KPIs, metrics, and benchmarks to assess ITSM performance and drive continuous improvement initiatives. - Collaborating with IT leadership and business units to understand service requirements and align ITSM activities with business objectives. - Driving the adoption and compliance of processes across the organization, ensuring adherence to SLAs and regulatory requirements. - Leading the implementation and optimization of ITSM tools to automate workflows and enhance the end-user experience. - Providing strategic guidance to senior management on ITSM trends, technologies, and industry standards. Qualifications required for this role include: - Bachelor's degree in information technology, Computer Science, Business Administration, or related field; Master's degree preferred. - 12+ years of experience in IT service management or related roles, with demonstrated leadership experience. - Strong technical expertise in ITSM frameworks (e.g., ITIL, COBIT) and ITSM tools and technologies. - Excellent leadership, interpersonal, communication skills, and the ability to influence and collaborate effectively. - ITIL Expert certification or higher-level ITIL certifications preferred. - Proven track record of successfully leading ITSM programs and projects. - Familiarity with MS Office and quality management methodologies. - Self-motivated, able to work independently, and flexible on timings. At ISG, diversity and inclusion are celebrated, supported, and thrived upon for the benefit of employees, clients, and communities. ISG is committed to creating an inclusive environment for all employees to enhance the quality of work.