itsm manager

Protiviti Middle East Member Firm

<div>
 
 Job Description for ITSM
 
 
 
 
 
 Responsible for leading the development, implementation, management, and continuous improvement of ITSM framework and ITIL best practice on the Service Now platform.
 
 
 Establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.
 
 
 
 
 
 
 
 
 
 Responsibilities
 
 
 <ul>
 <li>
 Creation and delivery of solutions, process design utilizing ITIL best practice and standards
 </li>
 <li>
 Defining long term strategy, ensuring deliverables are complete, consistent, high quality, on time, and deliver agreed outcomes
 </li>
 <li>
 Develop short- and long-term service and process goals with maturity levels to be achieved over the specified time period.
 </li>
 <li>
 Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements
 </li>
 <li>
 Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
 </li>
 <li>
 Active participant, contributor, and thought leader in communities of excellence
 </li>
 <li>
 Contribute to the continual improvement of Global IT Operations, and practice business processes as well as the maturing of the ITSM practice portfolio, capabilities, expertise, and best practices.
 </li>
 <li>
 Experience in ServiceNow and Outsystems tools implementation
 </li>
 <li>
 Support ITSM team to prepare proposals and identify sales opportunities.
 </li>
 </ul>
 
 
 
 
 
 Desired Profile
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Experience as a key technical resource leading the development and delivery of ITSM solutions in client environments
 </li>
 <li>
 5+ years working experience implementing and managing ITIL best practice
 </li>
 <li>
 ITILV4 or ITILV3 Expert certification is preferred.
 </li>
 <li>
 Knowledge of other frameworks such as CoBIT and TOGAF will be beneficial
 </li>
 <li>
 Demonstrated ability to influence and consult while providing thought leadership in solving business processes and/or technical problems
 </li>
 <li>
 Demonstrated interpersonal skills, customer centric attitude, and ability to deal with cultural diversity
 </li>
 <li>
 High-energy work ethic, ability to establish vision, drive change and deliver results
 </li>
 <li>
 Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions
 </li>
 <li>
 Knowledge of developing and managing SLAs, KPIs, and critical success factors for IT Services, processes, operations and work environments.
 </li>
 </ul>
 
 
 
 
 
 Key Personal Attributes:
 
 
 <ul>
 <li>
 Excellent communication skills
 </li>
 <li>
 Team player and learning attitude
 </li>
 </ul>
 
 
</div>

ITSM-Assistant Manager

Inbox Business Technologies

<div>
 Inbox Business Technologies is looking for a highly skilled and experienced
 
 Service Manager
 
 to lead project operations and ensure the efficient delivery of managed IT services. The ideal candidate will have a strong background in IT Service Management (ITSM), proven expertise in ITIL practices, and hands-on experience with ITSM tools such as ServiceNow.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Lead day-to-day operations of IT service delivery in line with ITIL standards.
 </li>
 <li>
 Oversee and manage service requests, incidents, changes, and asset management processes.
 </li>
 <li>
 Ensure effective IT Asset Management, including Fixed Asset Register (FAR), CMDB maintenance, and lifecycle management.
 </li>
 <li>
 Collaborate with internal and external stakeholders to maintain high service quality and adherence to SLAs
 </li>
 <li>
 Manage and resolve conflicts, prioritize tasks, and ensure timely delivery of services and projects.
 </li>
 <li>
 Build and maintain strong customer relationships and act as a point of escalation for service-related issues.
 </li>
 <li>
 Drive continuous improvement in service delivery and support performance.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in Computer Sciences or higher
 </li>
 <li>
 5+ Years of experience in relevant field
 </li>
 <li>
 Proficient in ITSM tools (ServiceNow/SNOW preferred)
 </li>
 <li>
 Strong understanding of ITIL processes and ITSM standards
 </li>
 <li>
 Hands-on experience with Request, Incident, Change, and Asset Management, IT Asset Management (FAR, CMDB), and IT Lifecycle Management
 </li>
 <li>
 Strong project management capabilities, including planning, execution, and delivery
 </li>
 <li>
 Excellent verbal and written communication skills
 </li>
 <li>
 Strong leadership and people management skills
 </li>
 <li>
 Effective customer relationship management
 </li>
 <li>
 Effective time management and conflict resolution abilities
 </li>
 <li>
 SLA management skills
 </li>
 <li>
 Certification/Training preferred: ITIL V4, PMP
 </li>
 </ul>
</div>

Service Manager

<div>Inbox Business Technologies is looking for a highly skilled and experienced Service Manager to lead project operations and ensure the efficient delivery of managed IT services. The ideal candidate will have a strong background in IT Service Management (ITSM), proven expertise in ITIL practices, and hands-on experience with ITSM tools such as ServiceNow.<h3 class="jobSectionHeader">
Responsibilities</h3><ul>
<li>Lead day-to-day operations of IT service delivery in line with ITIL standards.
</li><li>Oversee and manage service requests, incidents, changes, and asset management processes.
</li><li>Ensure effective IT Asset Management, including Fixed Asset Register (FAR), CMDB maintenance, and lifecycle management.
</li><li>Collaborate with internal and external stakeholders to maintain high service quality and adherence to SLAs.</li>
<li>Manage and resolve conflicts, prioritize tasks, and ensure timely delivery of services and projects.
</li><li>Build and maintain strong customer relationships and act as a point of escalation for service-related issues.
</li><li>Drive continuous improvement in service delivery and support performance.
</li></ul>Requirements<ul>
<li>
Bachelor&rsquo;s degree in Computer Sciences or higher</li>
<li>5+ Years of experience in relevant field</li>
<li>Proficient in ITSM tools (ServiceNow/SNOW preferred)
</li><li>Strong understanding of ITIL processes and ITSM standards
</li><li>Hands-on experience with Request, Incident, Change, and Asset Management, IT Asset Management (FAR, CMDB), and IT Lifecycle Management
</li><li>Strong project management capabilities, including planning, execution, and delivery</li>
<li>Excellent verbal and written communication skills
</li><li>Strong leadership and people management skills
</li><li>Effective customer relationship management
</li><li>Effective time management and conflict resolution abilities.</li>
<li>SLA management skills</li>
<li>Certification/Training preferred: ITIL V4, PMP</li></ul></div>

<div>Line of Service
Advisory
Industry/Sector
Technology
Specialism
Advisory - Other
Management Level
Manager
Job Description &amp; Summary
We are seeking experienced ITSM / IT Governance professionals to support the design, implementation, and optimization of IT service management frameworks and governance models. The ideal candidate will bring deep expertise in ITIL practices, IT operating models, and strategic IT alignment, with a strong understanding of compliance and standards such as ISO/IEC 20000 and ISO/IEC 27001.
<div><div>Key Responsibilities:
</div></div><ul><li>Assess and enhance existing ITSM processes and governance structures
</li><li>Design and implement IT operating models aligned with business strategy
</li><li>Lead or support ITSM tool implementations and process automation
</li><li>Align ITSM practices with ITIL framework and ISO standards
</li><li>Develop policies, procedures, and performance metrics (SLA, KPI, KRI)
</li><li>Collaborate with stakeholders across IT, Risk, Compliance, and Business units
</li></ul><div></div><div><div>Required Qualifications:
</div></div><ul><li>ITIL v4 Certification (Foundation or higher)
</li><li>Proven experience in ITSM implementation and optimization
</li><li>Strong background in IT Governance and Operating Models
</li><li>Familiarity with ISO/IEC 20000 , ISO/IEC 27001 , or similar standards
</li><li>Familiarity with OKR, KPI, KRI concepts and demonstrable expertise
</li><li>Experience working with IT strategy and transformation initiatives
</li><li>Excellent communication, documentation, and stakeholder engagement skills
</li></ul><div></div><div><div>Preferred Qualifications:
</div></div><ul><li>Experience in regulated industries (e.g., banking, finance, healthcare)
</li><li>Knowledge of COBIT, TOGAF, or other governance frameworks
</li><li>Familiarity with tools like ServiceNow, BMC Remedy, or Jira Service Management
</li></ul>Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:
Degrees/Field of Study preferred:
Certifications (if blank, certifications not specified)
Required Skills
Optional Skills
Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Amazon Web Services (AWS), Analytical Thinking, Apache JMeter, Apigee (Software), API Management, Azure API Management, Business Process Integration, Business Requirements Analysis, Coaching and Feedback, Communication, Creativity, Data Integration, Data Virtualization, Embracing Change, Emotional Regulation, Empathy, Enterprise Application Integration, Enterprise Architecture, Enterprise Integration, Google Cloud Platform, Hybrid Cloud {+ 26 more}
Desired Languages (If blank, desired languages not specified)
Travel Requirements
Not Specified
Available for Work Visa Sponsorship?
No
Government Clearance Required?
No
Job Posting End Date</div>

ETIC, IT Governance Consultant - Manager

ETIC, IT Governance Consultant - Senior Manager

BlackStone eIT

You will leverage your knowledge of ITIL practices to enhance service efficiencies, manage service requests, and drive continuous service improvement initiatives. Collaboration will be key as you work alongside various IT teams to identify and implement best practices that enhance the overall service experience. Key Responsibilities <ul> <li>Implement, manage, and optimize ITSM processes including incident, problem, change, and service request management.</li> <li>Collaborate with IT teams to ensure smooth integration of IT services aligned with business objectives.</li> <li>Analyze service performance metrics to identify trends and areas for improvement.</li> <li>Provide training and support for IT staff and stakeholders on ITSM tools and best practices.</li> <li>Document and maintain ITSM processes, workflows, and policies.</li> <li>Contribute to the development of an ITSM strategy to enhance service delivery across the organization.</li> </ul>

ITSM Engineer

ASRC Federal

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™
 
ASRC Federal is seeking a highly experienced and dynamic Deputy Program Manager to join our National Security Division. In this critical role, you will lead a large team dedicated to modernizing essential government processes.
 
This position is currently hybrid remote, with the majority of work performed remotely. However, candidates must reside within daily commuting distance of Washington, DC, to support occasional on-site requirements.
 
Job Description
 
The Deputy Program Manager will be a central figure in the contract's success, primarily responsible for managing, directing, and leading a team of over 40 staff in supporting the modernization of processes and methods.
 
Key Responsibilities: 
<ul>
<li>Manage, direct, and lead a team of 40+ staff, driving daily operations and ensuring effective support for process and methodology modernization.</li>
<li>Provide essential managerial decision-making to support the team and the customer in achieving mission objectives.</li>
<li>Serve as the program manager and/or deputy of quality management as needed.</li>
<li>Interface daily with government leaders at varying levels.</li>
<li>Serve as the primary point of contact for Configuration Control for the entire contract.</li>
<li>Work closely with the ASRC PMO team to ensure overall contract success and alignment with corporate goals.</li>
<li>Oversee Configuration Management (CM) and Change Board processing daily, ensuring timely execution and tracking overall day-to-day operations.</li>
<li>Review existing processes and guide the team to improve and streamline operations.</li>
<li>Guide the team in developing new processes as needed to assist the customer in modernization efforts.</li>
<li>Provide hands-on support and expertise in Configuration Management, ITSM, and Change Board efforts.</li>
<li>Inspire and lead staff, fostering a collaborative and positive team culture.</li>
<li>Actively work to grow the skills and knowledge of the team members.</li>
<li>Support the team to promote high job satisfaction and retention.</li>
<li>Manage Profit & Loss (P&L) responsibilities within a cost center.</li>
</ul>
Required Qualifications
 
<ul>
<li>10+ years of experience successfully managing multiple efforts of varying size, up to and including teams of 40+ staff.</li>
<li>Experience with DevSecOps principles, supporting the modernization of internal processes, and incorporating manual efforts into the automated CICD pipeline.</li>
<li>Strong understanding of Configuration Management concepts and the ability to effectively align those processes to a CICD pipeline.</li>
<li>Proven ability to provide hands-on support with CM, ITSM, and Change Board efforts</li>
<li>Excellent communication skills for effective interaction with corporate management, government management, and program staff.</li>
<li>Excellent critical thinking skills, with the proven ability to analyze complex requirements and formulate effective processes to significantly improve performance.</li>
<li>Demonstrated ability to inspire and lead a large professional staff.</li>
<li>Financial: Experience managing P&L within a cost center.</li>
<li>Must live within daily commute distance of Washington, DC.</li>
<li>Active Secret clearance required</li>
</ul>
Preferred Qualification (A Plus): 
<ul>
<li>Intimate knowledge of the State Department, particularly Consular Affairs.</li>
</ul>
We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.
 
EEO Statement
 ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

Deputy Program Manager

Search 10000+ Itsm manager jobs near you this October. New roles added regularly across leading industries. Apply today.

10000 itsm manager jobs NEAR_ME

ITSM-Assistant Manager

Service Manager

Service Manager

ETIC, IT Governance Consultant - Manager

ETIC, IT Governance Consultant - Senior Manager

ITSM Engineer

Deputy Program Manager