What are the responsibilities and job description for the ITSM Manager position at Trusted Workforce Solutions?
Job Description
About the Role :
Seeking a highly skilled and experienced Information Technology Service Management (ITSM) Manager to lead and optimize our IT service delivery operations. The ideal candidate will have a proven track record in driving process improvement, leveraging ITSM frameworks, and implementing innovative solutions to enhance service quality and efficiency.
Responsibilities :
- Develop and execute a comprehensive ITSM strategy aligned with business objectives.
- Oversee the design, implementation, and continuous improvement of IT service management processes, including incident management, problem management, change management, service request management, and knowledge management.
- Optimize IT service delivery by analyzing performance metrics, identifying bottlenecks, and implementing corrective actions.
- Manage and develop high-performing ITSM teams, fostering a culture of continuous improvement and customer focus.
- Collaborate with business stakeholders to understand their needs and translate them into effective IT service solutions.
- Develop and maintain a robust service catalog that clearly defines IT services, SLAs, and support processes.
- Implement and manage ITSM tools, such as ServiceNow, to streamline operations and improve efficiency.
- Ensure compliance with ITIL best practices and industry standards.
- Foster a strong service-oriented culture within the organization.
Qualifications :
Desired Skills :
