Service Manager

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

• Lead day-to-day operations of IT service delivery in line with ITIL standards.
• Oversee and manage service requests, incidents, changes, and asset management processes.
• Ensure effective IT Asset Management, including Fixed Asset Register (FAR), CMDB maintenance, and lifecycle management.
• Collaborate with internal and external stakeholders to maintain high service quality and adherence to SLAs.
• Manage and resolve conflicts, prioritize tasks, and ensure timely delivery of services and projects.
• Build and maintain strong customer relationships and act as a point of escalation for service-related issues.
• Drive continuous improvement in service delivery and support performance.

Requirements

• Bachelor’s degree in Computer Sciences or higher
• 5+ Years of experience in relevant field
• Proficient in ITSM tools (ServiceNow/SNOW preferred)
• Strong understanding of ITIL processes and ITSM standards
• Hands-on experience with Request, Incident, Change, and Asset Management, IT Asset Management (FAR, CMDB), and IT Lifecycle Management
• Strong project management capabilities, including planning, execution, and delivery
• Excellent verbal and written communication skills
• Strong leadership and people management skills
• Effective customer relationship management
• Effective time management and conflict resolution abilities.
• SLA management skills
• Certification/Training preferred: ITIL V4, PMP