Job Application

We are looking for an experienced IT Service Manager with expertise in problem and incident management. As the IT Service Manager, you will be responsible for overseeing the resolution of incidents and problems within the IT infrastructure, ensuring minimal disruption to business operations and maintaining high levels of service availability. You will play a crucial role in identifying, analysing, and resolving technical issues, as well as implementing preventive measures to mitigate future incidents.

Key Responsibilities:

1. Incident Management:

   • Lead the incident management process, ensuring timely resolution of incidents and restoration of services to minimise business impact.
   • Coordinate with technical teams to prioritise and escalate incidents based on severity and impact.
   • Facilitate communication with stakeholders regarding incident status, resolution progress, and post-incident reviews.

2. Problem Management:

   • Develop and maintain the problem management process, including the identification, investigation, and resolution of underlying causes of incidents.
   • Conduct root cause analysis to identify systemic issues and implement corrective actions to prevent recurrence.
   • Collaborate with cross-functional teams to address underlying problems and improve service reliability.

3. Service Level Management:

   • Define and monitor service level agreements (SLAs) for incident and problem resolution, ensuring compliance with organisational targets.
   • Analyse service performance metrics and trends to identify areas for improvement and optimize service delivery processes.

4. Continuous Improvement:

   • Drive continuous improvement initiatives within the IT service management framework, leveraging industry best practices and methodologies.
   • Implement automation and efficiency measures to streamline incident and problem resolution processes.
   • Foster a culture of continuous learning and knowledge sharing within the IT organisation.

5. Stakeholder Communication:

   • Act as a central point of contact for stakeholders regarding incident and problem management activities.
   • Provide regular updates and reports on incident and problem resolution status, trends, and performance metrics.

Qualifications:

1. Bachelor's degree in Information Technology, Computer Science, or a related field. Advanced degree preferred.
2. Proven experience (5+ years) in IT service management, with a focus on incident and problem management.
3. Strong understanding of ITIL (Information Technology Infrastructure Library) framework and best practices.
4. Experience in conducting root cause analysis and implementing corrective actions.
5. Proficiency in incident management tools such as ServiceNow, Jira Service Desk, or Remedy.
6. Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
7. ITIL Foundation certification or higher preferred.
8. Analytical mindset with strong problem-solving abilities.