IT Service Manager Lead (ITSM)

Job Summary:

We are seeking an experienced IT Service Quality Manager to lead the design, implementation, and management of IT Quality Management Systems (QMS) while overseeing service delivery and providing IT Service Management (ITSM) solutions. The ideal candidate will possess a blend of technical expertise, operational experience, and strong communication skills to ensure service excellence and compliance with quality standards.

Key Responsibilities:

Develop and implement an IT QMS framework aligned with organizational goals and regulatory standards.

Create and maintain quality and compliance checklists.

Conduct assessments to identify gaps and define actionable plans.

Define and establish Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure adherence to quality standards.

Oversee and manage service delivery processes, ensuring agreed standards are met.

Monitor service performance by reviewing SLAs and KPIs regularly.

Lead incident, problem, and change management processes.

Act as the primary contact for service-related issues and escalations.

Collaborate with sales teams to understand client needs and design tailored ITSM solutions.

Prepare and deliver product demonstrations, POCs, and presentations.

Respond to RFPs, RFIs, and proposals with technical and functional content.

Design scalable ITSM architectures using platforms like ServiceNow, BMC Remedy, etc.

Act as the technical point of contact for potential clients.

Collaborate with internal teams to ensure QMS integration across departments.

Follow up on audit findings and recommend improvements.

Monitor and improve internal processes and service performance.

Technical Skills:

Strong understanding of ITSM modules: Incident, Change, Problem Management, and CMDB.

Experience with ITSM platforms such as ServiceNow, BMC Remedy, or equivalent.

Familiarity with scripting (e.g., JavaScript) and database concepts.

Analytical skills for data analysis and gap identification.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field.

12+ years of experience in IT operations, consulting, and presales.

ITIL v4 Certification (mandatory).

Experience in designing IT QMS frameworks and managing service delivery.

Certification in quality control is a plus.

Soft Skills:

Exceptional communication, presentation, and documentation skills.

Strong client management and relationship-building capabilities.

Detail-oriented with a results-driven mindset.

Problem-solving mindset with a proactive attitude