IT Service Management Manager

Role Purpose

To lead and optimize IT service delivery processes by overseeing IT service operations, ensuring alignment with ITIL best practices, and driving continuous service improvement, while managing a team, collaborating with stakeholders, and ensuring the delivery of high-quality IT service support and operations.

Key Accountabilities

• Ensure effective cascading of the IT strategy into operating plans to ensure vertical alignment and horizontal integration with other interfacing departmental strategies.

People Management

• Manage the effective achievement of IT objectives through the leadership of the ITSM unit by setting of individual objectives, managing performance, developing, and motivating staff to maximize sectional performance.
• Lead the talent development initiatives for ITSM unit, collaborating with technical/discipline experts and thereby ensure the availability of talent to fit business requirements.
• Act as a role model and drive adherence to organizational values and ethics by employees of the IT department to foster a value driven culture within the organization.

Budgeting and Financial Planning

• Manage the preparation, recommend the ITSM unit’s budget, and monitor financial performance versus the budget while ensuring all sectional activities are conducted in line with the approved guidelines.

Policies, Systems, Processes & Procedures

• Manage and ensure effective implementation of policies, procedures and controls covering all areas of ITSM activity so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.

ITSM Strategy & Leadership

• Lead and mentor the ITSM team by conducting training sessions, developing career growth plans, and providing coaching on ITIL methodologies to ensure standardized IT service delivery, enhance operational efficiency, and reduce errors.
• Oversee ITSM governance by establishing IT service policies, implementing standardized procedures, and conducting regular audits to ensure compliance, ensuring consistency in service delivery, reducing risks, and enhancing regulatory compliance.
• Act as a liaison between IT and business units by facilitating communication, gathering feedback, and adjusting service offerings based on business requirements to ensure IT services are user-centric, improving business efficiency and satisfaction.

Service Operations & Process Management

• Manage core ITIL processes such as Incident, Problem, Change, Request, and Service Level Management by implementing ITIL best practices, maintaining service catalogs, and defining clear escalation paths to improve incident response times, reduce service disruptions, and ensure a seamless IT environment. 
• Ensure high availability and reliability of IT services, minimizing downtime by implementing proactive monitoring, redundancy planning, and disaster recovery strategies to enhance productivity, reduce financial losses, and ensure business continuity. 
• Work with IT teams to improve service quality through root cause analysis and preventive measures by using incident data, performing trend analysis, and implementing long-term fixes instead of recurring temporary solutions to reduce repeat issues, improve system stability, and enhance overall service performance. 
• Drive automation and efficiency improvements in ITSM workflows by implementing AI-driven ticketing systems, automated incident resolution, and self-service portals to reduce manual workload, enhance response times, and increase IT service efficiency.

Team & Vendor Management

• Lead and mentor the ITSM team, providing guidance on ITIL best practices by conducting training sessions, developing career growth plans, and providing coaching on ITIL methodologies to ensure a well-trained team that delivers standardized IT service delivery, enhances operational efficiency, and reduces errors.
• Manage relationships with third-party vendors and service providers to ensure SLAs are met by establishing clear performance metrics, conducting regular reviews, and enforcing accountability clauses in vendor contracts to ensure reliable service delivery, cost-effectiveness, and adherence to business expectations.
• Collaborate with IT operations, security, and business units to align ITSM processes with company needs by organizing cross-functional meetings, integrating ITSM tools with security frameworks, and adapting processes to evolving business needs to ensure IT services support business operations securely and efficiently.

Performance Optimization

• Define and monitor key performance indicators (KPIs) for IT services by tracking metrics such as mean time to resolution (MTTR), first-call resolution rates, and service availability to provide data-driven insights that help improve service quality and optimize IT operations.
• Conduct regular service reviews and audits to identify areas for improvement by performing quarterly service assessments, gathering user feedback, and implementing corrective actions to ensure IT services evolve with changing business needs and technological advancements.
• Lead problem management efforts to reduce recurring IT issues by implementing post-mortem analysis, maintaining a known-error database, and developing long-term resolutions for persistent problems to minimize disruptions, reduce IT support costs, and enhance user satisfaction.

Continuous Improvement

• Lead the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.

Quality, Health, Safety & Environment (QHSE) Management

• Manage the effective implementation of corporate policies, procedures, and processes to promote a culture focusing on the achievement of world class standards in QHSE and sustainability within Information Technology in line with regulatory requirements.

Reporting

• Ensure that all ITSM reports are prepared timely and accurately and meet Nesma & Partners’ requirements, policies, and quality standards.

Performance & Behavioral Requirements

Education/Certification

• Bachelors in Information Technology, Computer Science, Computer Engineering, or any other related field.

Experience

• 8 years’ related experience with 3 years’ experience with growing managerial accountability in roles within similar positions.

Skills

• Software Development & Application Management, Quality Assurance & IT Compliance, Stakeholder Management, Risk Management, IT Project Management, IT Advisory.