IT Service Manager Job Description

IT Service Manager Job Description

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IT service manager provides input to the ITIL Change Management & Service Request Management Processes for BT related technology policies and procedures.

IT Service Manager Duties & Responsibilities

To write an effective IT service manager job description, begin by listing detailed duties, responsibilities and expectations. We have included IT service manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Coordinating interfaces between ITSCM and other processes, including service level management, information security management, availability management, capacity management and business continuity management
Ensures effective and efficient day to day operation with adherence to Request, Incident, Problem and Change Management processes and procedures within timeframes set by severity levels engaging various IT partners as required
Ensures transitioning of applications in Development to Maintenance is done effectively with thorough analysis of impact of changes to operational processes and standards
Act as the operational owner of all IT systems and processes
Act as single point of contact (SPOC) for IT in the region – for escalations and future business plans or activities only
Provide IT service vendor oversight for the key vendors supporting the Operating Companies and sites
Developing and maintaining the ITSCM process in accordance with the overall business continuity management requirements
Implementing and maintaining the ITSC Plans and recovery plans to ensure that, at all times, the recovery objectives of the business can be achieved
Regularly testing the ITSC Plans for effectiveness, reviewing the results and taking action to overcome the identified deficiencies
Supporting the ITSC Plan execution during the invocation and restoring the service back to normal operating conditions

IT Service Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for IT Service Manager

List any licenses or certifications required by the position: ITIL, V3, PMP, HDI, MCP, V4, PMBOK, PMI, SCA, CE

Education for IT Service Manager

Typically a job would require a certain level of education.

Employers hiring for the IT service manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Education, Business, Information Technology, Technical, Information Systems, Engineering, Business/Administration, Management, Technology

Skills for IT Service Manager

Desired skills for IT service manager include:

ITIL
Salesforce.com
Excel
CRM systems
Outlook
Procedures for service delivery
Processes
Reporting procedures
Service operations policies
Avecto toolset

Desired experience for IT service manager includes:

To be able to understand strategic and operational technology environments and services and how they come together to underpin the product
Excellent organizational skills and ability to multitask multiple activities
4 or more years of experience leading an IT support organization required
Aptitude to present financial and business requirement information in the form of a business case and drive project through governance and implementation
Bachelor Degree in Information Technology related
Seasoned in people management / team leadership skills

IT Service Manager Examples

1

IT Service Manager Job Description

Job Description Example
Our innovative and growing company is hiring for an IT service manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT service manager
  • Managing contracts with providers of 3rd party recovery services
  • Participating in the Business Impact Analysis and risk management exercises for both existing and new services
  • Responsible for ensuring maximum system availability and quick and accurate remediation of issues within the application portfolio while continually looking for optimal ways of moving forward
  • Manages planning and delivery of problem fixes, configuration changes, standard change requests and software/hardware upgrades for AML and Fraud application portfolio ensuring that overall quality of information flowing through the change process adheres to all applicable standards
  • Raises and tracks problems, issues and conflicts, removes barriers, resolves issues involving senior management and escalates to appropriate level where required
  • Governs the adherence to Privacy and Information Security policies and control standards for AML and Fraud productions systems (Privileged Access Management, Technical Security Standards, and Security Patching )
  • Managing all IT contracts and vendor relationships to ensure excellence of delivery is achieved value for money
  • Ensuring regular service reviews take place, reporting and MI is in place and escalations are dealt with in a timely and appropriate manner
  • Own the IT service catalogue ensuring that all services are represented, that customers can easily identify what services are available and how to request them
  • Reviewing, updating and managing service levels to support the programme in its business outcomes
Qualifications for IT service manager
  • Able to assess, understand and define how IT services and products contribute to the operation of the business (in business terms)
  • Must possess excellent communication skills and be able to work with varied staff members and personalities
  • Proactive, assertive, self-motivated, organized, and detail-oriented
  • Creative and objective disposition with strong problem solving skills
  • Ability to handle high pressure situations and prioritize multiple projects
  • Ability to express oneself efficiently and effectively in both written and verbal communication
2

IT Service Manager Job Description

Job Description Example
Our company is searching for experienced candidates for the position of IT service manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for IT service manager
  • Works closely with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations
  • Responsible to develop, execute, manage and measure User Identity processes
  • Provides a source of specialized expertise with IT Service Management that can serve the needs of technical and business stakeholders in managing the Service Catalog and related processes
  • Designing and implementing processes that certify that all parts of the Service Catalog are an integrated part of the ServiceNow CMDB (Configuration Management Database)
  • Defining success metrics and monitoring of Service Catalog and Request Management processes
  • Coaching and training for ITSM stakeholders to ensure appropriate understanding of the Service Catalog and Request Management system and its relationship to Configuration Management, Incident Management, Asset Management and other key IT processes
  • Act as the interface between the IT technical leads and the Crisis Management team during a DR event
  • Assign a document owner to maintain the DR Plan and related documents
  • Verify that DR plan documents are maintained on a regular schedule
  • Audit DR plan documents periodically for accuracy and completeness
Qualifications for IT service manager
  • Ability to work in a team oriented environment, independently
  • High level understanding of large scale IT environment
  • Minimum 5 years experience in a similar role, or experience commensurate with requirements of role
  • Have a broad understanding of current technologies, across multiple platforms
  • Exhibit a high level of understanding of software development lifecycle
  • Demonstrated ability to work under pressure and meet task completion deadlines
3

IT Service Manager Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of IT service manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT service manager
  • Arrange DR orientation and training for managers and staff involved with disaster recovery
  • Ensure that DR exercises are planned and executed annually, at minimum
  • Understand where and how to retrieve recovery plan documents
  • Guide technical leads during recovery
  • Validate and monitor recovery progress for all recovery teams
  • Report progress to the Crisis Management team
  • Escalate recovery issues to the Crisis Management team and the Crisis Intervention Executive team
  • Schedule and coordinate DR exercises and rehearsals
  • Oversee the annual review of the DR plan
  • Work with business leaders to insure that the IT DR plan aligns with the overall BCP approach
Qualifications for IT service manager
  • Continuous Improvementrelated to collaboration between DEVOPS Teams, Value Chains and Feature Management (eg
  • Applied knowledge and understanding of the serviced technical environment
  • Applied knowledge and understanding of the business continuity and risk management area
  • Applied knowledge and understanding of the serviced industry in general and the respective customer in particular
  • Account / Service Governance
  • 8-10 years direct work experience in IT Service Management
4

IT Service Manager Job Description

Job Description Example
Our innovative and growing company is hiring for an IT service manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT service manager
  • Interfaces with all customers regarding service offerings, costs, value propositions, and on boarding processes
  • Continuously evaluate IT and Operations efficiency, processes, services, and existing technology effectiveness and interoperability to identify focus areas for improvement
  • ITIL and/or PMP certified
  • Understanding trends within the processes or shared services areas in scope and recommending appropriate course of action that benefits IT and its Customers
  • Seek feedback from the customer, agree and own the customer(s) Continual Service Improvement Plans (CSIPs)
  • Plan, prepare and organize service capabilities for new development activities, projects, releases, new applications
  • Responsible for asset management associated with end-user computing
  • Documents and administers the IT Service Portfolio and Service Catalog, including service descriptions, service ordering
  • Design of future services identified in the Service Portfolio
  • Provides support to business owners and external groups in the understanding of the services offered, including quality, costs, leverage, risks, user experience and speed of delivery
Qualifications for IT service manager
  • Playing a central role, within the Service Management Team of Group Services, in the implementation and optimisation
  • Significant experience building and managing operational teams
  • Solid understanding of information technology experience with vendor agreements
  • Skilled in the development and use of scorecards to evaluate results according to service level agreements and related performance metrics/measurements
  • Ability to manage employee and vendor service delivery across virtual teams and multiple geographic locations
  • Ability to influence key stakeholders wider teams and peers
5

IT Service Manager Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of IT service manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for IT service manager
  • Provide regular reports on service performance and achievement
  • Collaborating with business solutions team members, application development, enterprise architecture, data center, cloud system and other teams to build a comprehensive Service Catalog
  • Applying strategic vision while managing the Service Catalog and ServiceNow Request Management tool capabilities
  • Building and refining a Service Catalog solution containing data that is always current and accurate
  • Developing and implementing Service Catalog and Request Management standards, policies and procedures
  • Ensuring that financial management teams receive information required on service demand for decision-making and control
  • Establishing the user stories for each Service Catalog request item and other requests along with the transition to offshore development teams for delivery
  • Defining use cases to fully test new Service Catalog and Service Request development requests
  • Keeping abreast of industry innovations, maturity, trends, and changes regularly to plan and recommend new technologies
  • Developing the awareness campaign to win support for new Service Catalog and Request Management procedures
Qualifications for IT service manager
  • Working with business leaders and managers to prioritize maintenance, problem and enhancement requests, planning & scheduling maintenance problem and enhancement releases so that they can be implemented on-time, on-budget and with minimum interruption to the business(es)
  • Proficiency in JavaScript, familiarity with reporting software, ITSM tools, and diagramming and project management software is strongly preferred
  • 5-10 years’ experience in a similar role within financial industry and complex international environment
  • Ability to utilize advanced workplace tools (Microsoft suite as an example)
  • Window (Client and Server)
  • Bachelor’s degree in a relevant field or equivalent experience in related field is required

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