Information Technology - Manager IT Service Management (Service Resiliency and Operational Exce[...]

Job Description

The successful candidate will play an integral role within the IT Service Management Ops leadership team. Armed with a strategic focus and experience in application infrastructure resiliency as well as operational stability, the candidate is expected to lead the swift service recovery from complex incidents and manage disaster recovery, ensuring high service availability and customer satisfaction in IT service delivery. This position is crucial in ensuring operational stability, which includes leading improvements through process review/transformation and implementation of new initiatives and tools.

Key Responsibilities:

1. Take ownership of critical incidents, facilitating resolution with the parties involved, and conducting thorough root cause analyses and post-incident reviews to boost system resilience.
2. Transform and drive operational excellence and system resilience by proactively preventing defects and eliminating inefficiencies in current processes.
3. Continuously review the governance and processes of IT Service Management, proposing improvements or new methods to maintain operational agility and stability.
4. Provide technical leadership and training to ITSM teams, including offshore resources, and mentor them in their professional development.
5. Align ITSM ITIL practices with various IT teams to prepare them for operational readiness, managing changes and incidents to maintain efficient service delivery and system resilience.
6. Develop technical talent and leadership in the team through upskilling programs and continuous feedback.
7. Take accountability for service delivery performance, meeting customer expectations, and driving future demand.

Requirements:

1. Possess a degree in Information Technology or related fields with Infrastructure Library (ITIL)/Service Integration and Management (SIAM) certification.
2. At least 8-10 years of relevant experience in IT Infrastructure Operations and IT Service Management, including at least 3 years in a leadership role.
3. Proven proficiency in utilizing Agile methodologies for operations management.
4. Certification in Business Continuity Management (BCM) is preferred but not mandatory.
5. Knowledge and hands-on experience with the ServiceNow Platform are preferred, with certifications in ITSM CAS, CAD, or CIS considered a bonus.
6. Familiarity with network and cloud technologies (public, private), including Linux, Wintel, VMware, and DevOps.
7. Proficiency in collaboration tools such as Microsoft Teams, SharePoint, JIRA, and Confluence, and monitoring/orchestration platforms like ScienceLogic, Splunk, and APM.
8. Ability to provide strategic direction and leadership to the service management team and influence management decisions with technical insight.
9. Build and lead teams to maximize strengths and identify development areas, integrating automation and AI capabilities/solutions.
10. Thrive in independent and team-based, hybrid environments with a mix of insourced and outsourced operational delivery.
11. Engage stakeholders as an advocate for operational resilience, excellence, and standards, driving best practices across work streams while incorporating automation and AI.
12. Balance and manage multiple priorities in a fast-paced, growing environment, ensuring effective balance and prioritization.
13. Navigate and escalate complex, multifaceted customer requests or initiatives, demonstrating agility and problem-solving skills.
14. Demonstrate leadership in overseeing Operations (on-premise and Multi-Cloud), including Major Incidents, IT Operations Command Centres, CAB Change Management, and Service Desk management, coordinating hybrid teams for stability and service excellence.
15. Be adaptive and responsive to dynamic environments.
16. A proven track record in managing IT service delivery Command Centre and Service Desk operations, and addressing infrastructure support escalations (e.g., network systems, storage).
17. Excellent communication skills across organizational levels, including executive management, supported by strong interpersonal skills, a positive outlook, and a flexible and adaptable approach.