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it service manager

ibex

<div>
 
 Summary
 
 
 The Manager &ndash; Global ITSM (Incident Management, Problem Management &amp; Client Coordination) is responsible for end-to-end governance, leadership, and continuous improvement of Incident and Problem Management functions across the enterprise. This role ensures rapid restoration of IT services, effective root cause analysis, prevention of recurring incidents, and proactive, transparent communication with clients and internal stakeholders.
 
 
 The role acts as the primary escalation authority during major incidents, oversees crisis management, ensures adherence to ITIL best practices, and maintains strong client confidence through structured communication, reporting, and service performance management.
 
 
 
 
 
 This position reports to the Director / Associate Director &ndash; Global ITSM and has direct people-management responsibility for Incident Specialists, Problem Analysts, and Client Coordination resources.
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 Incident Management
 
 <ul>
 <li>
 Own and govern the end-to-end Incident Management lifecycle across all severities.
 </li>
 <li>
 Act as the escalation point for Major / Critical Incidents (P1/P2), ensuring timely resolution and executive-level communication.
 </li>
 <li>
 Lead outage bridges and war rooms during service disruptions.
 </li>
 <li>
 Ensure accurate incident prioritization based on business and customer impact.
 </li>
 <li>
 Enforce SLA, OLA, and KPI adherence, with a strong focus on MTTR reduction and service restoration.
 </li>
 <li>
 Review and approve incident communications, notifications, and executive summaries.
 </li>
 </ul>
 
 Problem Management
 
 <ul>
 <li>
 Establish and govern Problem Management processes to identify root causes and prevent incident recurrence.
 </li>
 <li>
 Ensure timely completion of Root Cause Analysis (RCA) and Post-Incident Reviews (PIRs).
 </li>
 <li>
 Track and manage Known Errors, workaround documentation, and permanent fixes.
 </li>
 <li>
 Collaborate with Engineering, Infrastructure, Application, and Vendor teams to drive long-term corrective actions.
 </li>
 <li>
 Analyze incident trends and systemic issues to proactively reduce operational risk.
 </li>
 </ul>
 
 Client Coordination &amp; Communication
 
 <ul>
 <li>
 Serve as the primary point of contact for clients during major incidents and service-impacting events.
 </li>
 <li>
 Translate technical issues into clear, business-focused client communications.
 </li>
 <li>
 Ensure timely distribution of incident notifications, preliminary reports, RCAs, and service performance reports.
 </li>
 <li>
 Build and maintain strong client relationships through transparency, accountability, and service excellence.
 </li>
 <li>
 Participate in client governance calls, service reviews, and post-incident discussions as required.
 </li>
 </ul>
 
 Governance, Process &amp; Continuous Improvement
 
 <ul>
 <li>
 Define, implement, and continuously improve Incident and Problem Management policies, standards, and procedures aligned with ITIL.
 </li>
 <li>
 Ensure audit readiness and compliance with internal controls and client contractual obligations.
 </li>
 <li>
 Identify automation, tooling, and process optimization opportunities to improve efficiency and service quality.
 </li>
 <li>
 Establish and monitor KPIs, dashboards, and management reports for operational performance.
 </li>
 </ul>
 
 People &amp; Stakeholder Management
 
 <ul>
 <li>
 Lead, mentor, and develop a high-performing team across multiple shifts and regions.
 </li>
 <li>
 Conduct performance reviews, coaching sessions, and skills development plans.
 </li>
 <li>
 Coordinate with Change Management, Service Desk, Engineering, Vendors, and Senior Leadership.
 </li>
 <li>
 Foster a culture of accountability, urgency, and continuous improvement.
 </li>
 </ul>
 
 
 
 
 Reports &amp; Deliverables
 
 <ul>
 <li>
 Executive Incident Summaries and Major Incident Reports
 </li>
 <li>
 Root Cause Analysis (RCA) and Post-Incident Review (PIR) documents
 </li>
 <li>
 Client Incident Notifications and Service Impact Reports
 </li>
 <li>
 Monthly / Quarterly Service Performance and Trend Analysis Reports
 </li>
 <li>
 SLA, MTTR, and Availability Dashboards
 </li>
 </ul>
 
 
 
 
 Key Performance Indicators (KPIs)
 
 <ul>
 <li>
 Reduction in Incident Recurrence
 </li>
 <li>
 Mean Time to Restore (MTTR)
 </li>
 <li>
 SLA / OLA Compliance
 </li>
 <li>
 Timeliness and Quality of RCAs
 </li>
 <li>
 Client Satisfaction and Feedback
 </li>
 <li>
 Incident Trend Reduction and Service Stability
 </li>
 </ul>
 
 
 
 
 Education &amp; Experience
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Information Technology, Computer Science, Engineering, or a related field (Master&rsquo;s preferred).
 </li>
 <li>
 7&ndash;10+ years of experience in IT Service Management, with strong exposure to Incident and Problem Management.
 </li>
 <li>
 3&ndash;5+ years of people management and client-facing leadership experience.
 </li>
 <li>
 Experience working in enterprise, multi-client, or global service environments is strongly preferred.
 </li>
 </ul>
 
 
 
 
 Required Skills &amp; Competencies
 
 <ul>
 <li>
 Strong leadership and crisis management capabilities.
 </li>
 <li>
 Excellent verbal, written, and executive-level communication skills.
 </li>
 <li>
 Ability to translate complex technical issues into business-impact narratives.
 </li>
 <li>
 Deep understanding of ITIL (Incident, Problem, Change, and Service Management).
 </li>
 <li>
 Strong analytical and problem-solving skills with a data-driven mindset.
 </li>
 <li>
 Ability to manage high-pressure situations and competing priorities.
 </li>
 <li>
 Stakeholder management skills across senior leadership, clients, and vendors.
 </li>
 <li>
 High level of organization, attention to detail, and operational discipline.
 </li>
 <li>
 Willingness to support on-call rotations and after-hours escalations as required.
 </li>
 </ul>
 
 
</div>

Manager Global ITSM

Biafo Tech

The incumbent will undertake overall responsibility for the management and delivery of contracted services in SAP for a portfolio of customer accounts and to ensure these services meet the contracted specifications established with customers, maintaining high levels of customer satisfaction and quality assurance as per the global best practices whilst maintaining or improving profitability of these accounts.Responsibilities:<ul><li>Ensuring that the KPIs are met for each individual of the team</li><li>Managing and delivering the project related Profit and Loss account to agreed targets.</li><li>Developing and enhancing the strategic relationship with the customer.</li><li>Delivering Service Level Agreements, customer commitments and service improvement programs.</li><li>Working effectively with the customer and internal delivery teams to resolve operational issues.</li><li>Administer the Project Management Office and its KPIs</li><li>Developing and implementing processes to streamline the operations</li><li>Identifying training need assessments</li><li>Monitoring, maintaining, and improving levels of customer satisfaction and agreeing action plans with the customer for continuous improvement.</li><li>Providing, reviewing and validating financial and resource forecast information and variances on a monthly basis.</li><li>Identifying up-sell opportunities.</li><li>Ensuring services are delivered in accordance with the SAP implementation methodology as well as with Business Management Systems and in line with the Delivery Assurance Framework.</li><li>Bringing about improvements in service management tools, processes and the organization.</li><li>Providing out of hours cover for customers on the call-out rota if required.</li></ul>Essential / Minimum Qualifications:<ul><li>SAP knowledge &ndash; able to articulate, the capabilities and benefits of SAP and the key challenges around supporting these systems. Expertise in SAP at either functional or technical module level.</li><li>Demonstrable successful background in IT service management of services with delivery from local &amp; offshore teams, including evidence of consistently high performance against service management targets, meeting client deliverables, growing account revenues, effective client engagement.</li><li>Financial Management: Previous equivalent responsibility for P&amp;L</li><li>Communication Skills: Fluent English written and verbal. Confident communicating with senior stakeholders, including presentations and gaining buy in from key decision makers.</li><li>Risk management: able to identify immediate and long term risks to business services and take appropriate action to ensure service levels.</li><li>Change management: Identify operational areas for business improvements and oversee / implement changes.</li><li>Responds constructively when under pressure.</li><li>Communicates and implements vision.</li><li>Wins the commitment and support to achieve objectives.</li><li>Is able to deal with ambiguous situations and provide leadership to ensure successful outcomes.</li><li>Is positive about situations, relationships and problems.</li><li>Demonstrates calm and controlled performance.</li><li>Takes initiatives and helps others identify opportunities and then see them through.</li><li>Actively seeks to promote and share knowledge, insights and learning.</li></ul>Desirable Qualifications:<ul><li>ITIL Qualification</li><li>Project management: experience in successfully managing IT projects end to end relating to supporting ongoing IT service provision e.g. green field implementations, system upgrades, changes, integration of new services.</li></ul>Job Type: Full-timeWork Location: In person

Director Customer Success (ERP SAP)

<div>
 The person holding this position will be responsible of managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services throughout the IBEX enterprise. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible with the least impact on the business or the user as well as present technical-to-business translated reported to clients.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Ensure that the incidents and resolutions are properly executed and documented.
 </li>
 <li>
 Work on other projects/issues of low to medium complexity as assigned.
 </li>
 <li>
 Communicate with clients and partners to ensure clarity and uniformity in relaying any hindrance of operating procedures and processes via notifications.
 </li>
 <li>
 Triggers and ensures Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication.
 </li>
 <li>
 He/she debriefs in real time and reports to management on the incident resolution.
 </li>
 <li>
 Provides a technical and customer impact analysis of every incident to set the appropriate incident priority, escalates blocking issues, and cooperates with Service Management and Account managers to support and provide problem direction to the technical teams.
 </li>
 <li>
 Continuously informs all stakeholders on the status of their problem through Incident Notification.
 </li>
 <li>
 Ensures and follows up SLA and pushes for a short MTTR (Mean Time to Repair) to reduce client impact.
 </li>
 <li>
 Draft and relay technically written reports for both business and technical audiences.
 </li>
 <li>
 Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates &amp; fixes.
 </li>
 <li>
 Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols).
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 Key Performance Indicators
 
 
 
 <ul>
 <li>
 Minimize Downtime/Maximize Uptime
 </li>
 <li>
 Frequency of Preliminary Incident Reports
 
 
 </li>
 </ul>
 
 Education &amp; Experience
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s Degree or above in Information Technology, Computer Science, Software Engineering or related field(s).
 </li>
 <li>
 Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred.
 
 
 </li>
 </ul>
 
 Required Skills
 
 
 
 <ul>
 <li>
 Excellent verbal and written communication skills.
 </li>
 <li>
 Technical writing skills.
 </li>
 <li>
 Ability to facilitate, drive, orchestrate, and lead large diverse groups.
 </li>
 <li>
 Ability to understand and take charge of ongoing incidents and drive them towards resolution.
 </li>
 <li>
 Willingness to learn and grow.
 </li>
 <li>
 Able to handle crisis-situations and define priorities under pressure but within fixed procedures.
 </li>
 <li>
 General technical knowledge in Mobile Access, Core IT/Telco, software and services.
 </li>
 <li>
 Good analytical skills.
 </li>
 <li>
 Strong grasp on basic to intermediate computing/networking concepts.
 </li>
 <li>
 Ability to translate technical concepts into clear business driven reports detailing computing/disaster and other factors affected usual business operations.
 </li>
 <li>
 Due to the nature of this work, must be able to work unconventional shifts (on call/afterhours/weekends).
 </li>
 <li>
 Strong grasp of ITIL (Information Technology Infrastructure Library).
 </li>
 <li>
 Ability to coordinate with team(s) of different skill set to share and obtain technical information.
 </li>
 <li>
 Ability to interact with senior management, external client organizations and vendors.
 </li>
 <li>
 Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines.
 </li>
 <li>
 Ability to comprehend Native North American, British or Neutral Language Accents.
 </li>
 <li>
 High energy, self-starter with bias for action and sense of urgency to deliver results.
 </li>
 <li>
 Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data.
 </li>
 </ul>
</div>

IMG/CMG Analyst

MTP (Mayfair Technology Partners)

We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer satisfaction.Key Responsibilities: <ul><li>SLA Management:Monitor and manage SLA compliance across all technical support contracts.</li><li>Track performance metrics and generate regular reports on SLA adherence.</li><li>Identify and escalate SLA breaches, and coordinate resolution efforts.</li><li>Technical Support:Provide Tier 1 and Tier 2 technical support to clients via phone, email, and ticketing systems.</li><li>Troubleshoot hardware, software, and network issues.</li><li>Collaborate with internal teams to resolve complex technical problems.</li><li>Client Communication:Serve as the primary point of contact for SLA-related inquiries.</li><li>Communicate service updates, outages, and resolutions clearly and professionally.</li><li>Conduct periodic reviews with clients to ensure satisfaction and contract alignment.</li><li>Documentation &amp; Reporting:Maintain accurate records of SLA contracts, support tickets, and performance reports.</li><li>Prepare monthly/quarterly SLA compliance reports for internal and client review.</li><li>Process Improvement:</li><li>Recommend improvements to support processes to enhance SLA compliance.</li><li>Assist in developing and refining SLA templates and support documentation.</li></ul>Qualifications: <ul><li>Bachelor&rsquo;s degree in computer science, Information Technology, or related field.</li><li>3+ years of experience in technical support or IT service management.</li><li>Strong understanding of SLA frameworks and ITIL principles.</li><li>Excellent communication and customer service skills.</li><li>Proficiency in ticketing systems &amp; Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools.</li><li>Ability to work independently and manage multiple priorities.</li></ul>Job Type: Full-timePay: From Rs120,000.00 per monthWork Location: In person

Senior Application Support Engineer – Web & Mobile (L3)

<div>
 
 
 About the Role
 
 
 
 
 
 
 
 
 
 The person holding this position will be responsible of managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services throughout the IBEX enterprise. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible with the least impact on the business or the user as well as present technical-to-business translated reported to clients.
 
 
 
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Ensure that the incidents and resolutions are properly executed and documented.
 </li>
 <li>
 Work on other projects/issues of low to medium complexity as assigned.
 </li>
 <li>
 Communicate with clients and partners to ensure clarity and uniformity in relaying any hindrance of operating procedures and processes via notifications.
 </li>
 <li>
 Triggers and ensures Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication.
 </li>
 <li>
 He/she debriefs in real time and reports to management on the incident resolution.
 </li>
 <li>
 Provides a technical and customer impact analysis of every incident to set the appropriate incident priority, escalates blocking issues, and cooperates with Service Management and Account managers to support and provide problem direction to the technical teams.
 </li>
 <li>
 Continuously informs all stakeholders on the status of their problem through Incident Notification.
 </li>
 <li>
 Ensures and follows up SLA and pushes for a short MTTR (Mean Time to Repair) to reduce client impact.
 </li>
 <li>
 Draft and relay technically written reports for both business and technical audiences.
 </li>
 <li>
 Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates &amp; fixes.
 </li>
 <li>
 Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols).
 </li>
 </ul>
 
 
 
 
 
 
 
 
 
 
 Key Performance Indicators
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Minimize Downtime/Maximize Uptime
 </li>
 <li>
 Frequency of Preliminary Incident Reports
 </li>
 </ul>
 
 
 
 
 
 
 
 Education &amp; Experience
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s Degree or above in Information Technology, Computer Science, Software Engineering or related field(s).
 </li>
 <li>
 Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred.
 </li>
 </ul>
 
 
 
 
 
 
 
 Required Skills
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Excellent verbal and written communication skills.
 </li>
 <li>
 Technical writing skills.
 </li>
 <li>
 Ability to facilitate, drive, orchestrate, and lead large diverse groups.
 </li>
 <li>
 Ability to understand and take charge of ongoing incidents and drive them towards resolution.
 </li>
 <li>
 Willingness to learn and grow.
 </li>
 <li>
 Able to handle crisis-situations and define priorities under pressure but within fixed procedures.
 </li>
 <li>
 General technical knowledge in Mobile Access, Core IT/Telco, software and services.
 </li>
 <li>
 Good analytical skills.
 </li>
 <li>
 Strong grasp on basic to intermediate computing/networking concepts.
 </li>
 <li>
 Ability to translate technical concepts into clear business driven reports detailing computing/disaster and other factors affected usual business operations.
 </li>
 <li>
 Due to the nature of this work, must be able to work unconventional shifts (on call/afterhours/weekends).
 </li>
 <li>
 Strong grasp of ITIL (Information Technology Infrastructure Library).
 </li>
 <li>
 Ability to coordinate with team(s) of different skill set to share and obtain technical information.
 </li>
 <li>
 Ability to interact with senior management, external client organizations and vendors.
 </li>
 <li>
 Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines.
 </li>
 <li>
 Ability to comprehend Native North American, British or Neutral Language Accents.
 </li>
 <li>
 High energy, self-starter with bias for action and sense of urgency to deliver results.
 </li>
 <li>
 Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data.
 </li>
 </ul>
 
 
</div>

Global ITSM Analyst - Incident Specialist

INTECH Automation & Intelligence

<div>
 
 Internal Job Positing - O&amp;M Portfolio Manager
 
 
 
 
 Potential Opportunity
 
 
 
 INTECH Automation Intelligence is seeking an O&amp;M Portfolio Manager to lead our Operations &amp; Maintenance Field Services. This role is critical in driving service excellence across INTECH&rsquo;s O&amp;M portfolio, including Resident, On-Call, and Remote services. You will contribute to high-impact projects by leveraging advanced technologies, optimizing service delivery, and ensuring customer satisfaction through reliable and innovative O&amp;M solutions.
 
 
 
 What You&rsquo;ll Lead And Deliver
 
 
 
 The role focuses on defining, structuring, and enhancing O&amp;M product offerings such as across INTECH products (Automation, Electrical, Metering, Wellheads, Analyzer systems, etc) standardizing services, and acting as a business leader for customers. It also requires basic technical subject matter expertise in customer engagements.
 
 
 The position drives strategic growth and innovation, identifying new revenue opportunities, digitalization, and differentiation. It ensures robust operational frameworks for safe, high-quality service delivery while coordinating across Product Unit delivery teams, O&amp;M team, supply chain, and Business unit teams. Additionally, it leads and develops a high-performing, multinational team, fostering a culture of collaboration, accountability, and continuous improvement.
 
 
 Requirements:
 
 
 
 To Be Successful in This Role, You Must Have:
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in engineering (Instrumentation, Electrical, Automation or related field).
 </li>
 <li>
 12+ years of total experience including Techno- commercial leadership
 </li>
 <li>
 Prior experience working across Middle East &amp; Africa markets is highly desirable.
 </li>
 <li>
 Exposure to Oil &amp; Gas, Energy, Industrial Automation, or Process Industries is a must.
 </li>
 <li>
 Strong understanding of customer management
 </li>
 <li>
 Strategic thinking with hands-on operational execution capability.
 </li>
 <li>
 Excellent stakeholder management and cross-functional collaboration skills.
 </li>
 <li>
 Strong leadership experience managing multicultural and geographically distributed teams.
 </li>
 <li>
 Financial acumen with a focus on profitability and long-term value creation.
 </li>
 <li>
 Ability to extensively travel for field assignments (domestic and international).
 
 
 </li>
 </ul>
 
 Key Notes:
 
 
 
 <ul>
 <li>
 Expected Joining Date: Jan/Feb 2026
 </li>
 <li>
 Salary Range: Attractive Package &ndash; Standard Portfolio Manager
 </li>
 <li>
 Career Progression: Product Management or equivalent Role
 </li>
 <li>
 Next Level: Product Management or equivalent Role (Approximately 3-5 Years) Advancement is based on performance, strategic vision, business impact, and leadership in scaling products or business units.
 </li>
 <li>
 Reporting to: Huseyn Tarek
 </li>
 </ul>
</div>

O&M Portfolio Manager

ETS Devices

Job Type: In Person Timings: Night Shift 7pm-4am (Monday-Friday)Job SummaryWe are seeking an experienced IT Manager to lead IT operations, networking infrastructure. The role focuses on managing IP networks, overseeing technical teams, ensuring SLA compliance, and aligning IT operations with business goals.Key Responsibilities<ul><li>Manage day-to-day IT operations, infrastructure, and network services</li><li>Design, implement, and maintain LAN/WAN, VPN, IP networks, firewalls, and security systems</li><li>Lead and support IT engineers and service teams</li><li>Ensure reliable service delivery and SLA compliance for clients</li><li>Manage vendors, resellers, licensing, and technology partners</li><li>Oversee IT projects, budgets, and technical documentation</li><li>Implement security, backup, disaster recovery, and compliance standards</li></ul>Requirements<ul><li>Bachelor&rsquo;s degree in IT, Computer Science, or related field</li><li>5+ years experience in IT operations or networking roles</li><li>Strong knowledge of TCP/IP, routing &amp; switching, DNS, DHCP, firewalls</li><li>Experience in ICT services, MSP, or reseller environment</li><li>Leadership, troubleshooting, and communication skills</li></ul>Preferred Qualifications<ul><li>Certifications such as CCNA/CCNP, ITIL, Security+</li><li>Experience with cloud platforms and virtualization</li></ul>What We Offer<ul><li>Competitive salary and benefits</li><li>Career growth in a fast-growing ICT company</li><li>Exposure to enterprise networking and IP solutions</li></ul>Job Type: Full-timeWork Location: In person

IT Manager

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