Service Manager

Role Overview

• Oversee and ensure the effective execution of Incident, Problem, and Change Management processes in line with ITIL best practices.
• Act as the primary point of contact for service-related issues, escalations, and major incidents, ensuring timely resolution, root cause analysis, and reporting for Critical and High severity incidents.
• Monitor service performance against SLAs and KPIs, analyze trends, and implement corrective and preventive actions as needed.
• Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer satisfaction.
• Serve as the key liaison between technical teams, business units, and customers, ensuring clear communication, alignment of priorities, and effective service delivery.
• Collaborate closely with Development, Product Management, and Product Owners to track ongoing issues and upcoming feature releases impacting service delivery, and actively participate in release and delivery planning.
• Communicate service status, capabilities, risks, and planned changes to stakeholders, including executive leadership and business users.
• Assess service and project risks, proposing and implementing mitigation plans to maintain service stability and performance.
• Maintain and continuously improve the Services CMDB, ensuring accuracy, completeness, and alignment with operational reality.
• Align closely with Global Service Managers to proactively identify and address issues impacting specific countries or regions, ensuring consistency and high-quality service delivery across geographies.

Requirements

• Bachelor’s degree in Information Technology, Engineering, or a related field; a Master’s degree is a plus.
• Strong experience in IT Service Management, preferably in a Service Manager, IT Operations Manager, or similar role.
• Solid understanding and hands-on experience with ITIL practices, especially Incident, Problem, and Change Management.
• Proven ability to manage major incidents, lead cross-functional response teams, and drive root cause analysis and corrective actions.
• Experience in monitoring and managing services against SLAs, KPIs, and operational metrics.
• Strong stakeholder management skills, with the ability to communicate effectively with technical teams, business leaders, and executive stakeholders.
• Experience working closely with Development and Product teams, including participation in release planning and service readiness activities.
• Strong analytical, organizational, and problem-solving skills, with a continuous improvement mindset.
• Excellent communication skills in English (written and verbal); additional languages are a plus.
• ITIL certification (Foundation or higher) will be considered a strong asset.

Tech Stack

• ITSM

Benefits

• 💰Competitive Compensation: Attractive salary and bonus scheme
• 🧑‍⚕️Health insurance: Group health & medical insurance package
• 💻Top-Notch Equipment: All the tools you need for your role
• 🚀Career Growth: Focused career development, performance management, and training opportunities
• 🚗Alternative Transportation: Shuttle buses & Carpooling options
• 🏋️Free access to our in-house gym to keep you energized
• 🌍Inclusive Environment: A welcoming, international, and multicultural team
• 🎉Engaging Activities: Exciting events, sports, and team-building activities