IT Service Manager

Seddiqi Holding is a Family-owned and managed company with a unique, diversified portfolio of businesses and brands across numerous sectors. The business includes Ahmed Seddiqi & Sons, Seddiqi Properties, Swiss Watch Services and Mizzen.

We are looking for an IT Service Manager who will be responsible for ensuring that IT services align with business needs, are delivered in accordance with agreed service level targets, and effectively interface with Business Relationship Managers (BRMs). This senior role manages both internal IT teams and external vendors, ensuring the consistent delivery of high-quality IT services. The IT Service Manager integrates IT Service Management (ITSM) best practices, is involved in project transitions, and emphasizes change, incident, problem, and asset management.

Key Responsibilities

Service Management:

1. Oversee daily delivery of IT services, ensuring compliance with agreed service level agreements (SLAs) and operational level agreements (OLAs).
2. Establish and maintain a service catalog detailing the IT services provided to the organization.
3. Regularly review and analyze service metrics, producing reports on service performance and suggesting improvements.

Collaboration with BRMs:

1. Work closely with Business Relationship Managers to align IT services with the needs and priorities of the business.
2. Facilitate effective communication between BRMs, IT departments, and project teams.
3. Address and resolve concerns raised by BRMs regarding IT service quality, responsiveness, and relevance.

IT Service Management (ITSM):

1. Change Management: Coordinate the evaluation, prioritization, and implementation of changes in the IT environment, ensuring all changes undergo thorough review and approval, minimizing risks and disruptions.
2. Incident Management: Lead rapid response and resolution to IT service incidents, ensuring effective communication between IT teams and business units during outages or disruptions.
3. Problem Management: Oversee identification and management of root causes of IT incidents, ensuring proactive measures are implemented to reduce incident recurrence.

IT Asset and Inventory Management:

1. Oversee the tracking and management of all IT assets, ensuring accurate documentation and timely update of inventory.
2. Develop and implement processes for procurement, deployment, maintenance, and disposal of IT assets.
3. Collaborate with finance and procurement departments for budgeting, purchasing, and asset lifecycle management.
4. Conduct periodic audits to ensure compliance with licensing and warranty agreements, and to prevent unauthorized software installations or hardware usage.
5. Collaborate with IT teams to predict future inventory needs and budget accordingly.

Role Within Projects:

1. Collaborate with project teams to ensure IT services are designed with manageability, operability, and supportability in mind.
2. Oversee service transition from the project phase to the operational environment, including testing, validation, and deployment processes.
3. Facilitate knowledge transfer from project teams to service operation teams, ensuring continuity and service efficiency.
4. Coordinate with project managers for necessary resource allocation and to define or refine SLAs for the new or changed service.
5. Engage post-deployment with project and operational teams to identify and implement service improvement opportunities.
6. Manage vendor contracts and relationships, ensuring alignment with service design and delivery expectations.
7. Monitor vendor performance and adherence to contracted commitments, ensuring optimal value for the organization.
8. Engage in vendor negotiations, seeking advantageous terms for service contracts.
9. Collaboratively work with BRMs and IT teams to drive quality enhancement initiatives for IT services.
10. Implement best practices based on ITIL or other relevant IT service management frameworks.

In order to be successful in this role, you should have:

1. Bachelor Degree or equivalent in Computer Science, Information Systems, or a related field.
2. Mandatory ITIL certification or another relevant IT service management certification.
3. Minimum of 7 years of experience in IT and at least 3 years in service management.

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