About this role

Take responsibility for B2C IT Service quality, availability and production stability
Define, manage, and monitor B2C Service OLAs, KPIs, and performance together with business stakeholders
Analyze data from ticketing and reporting tools, assess stakeholder feedback, and prioritize issues across end-to-end service chains
Provide inputs and insights into regular reports by highlighting key issues, risks, and improvement opportunities
Partner with application owners, segment leads, and other teams to address key challenges impacting service quality, customer experience, and efficiency
Identify gaps in processes, ways of working, collaboration, and communication
Plan and coordinate operational readiness for complex changes
Participate in or lead major incident coordination and stakeholder communication

5+ years of experience in IT Service Management
Strong knowledge of ITIL and ServiceNow (telecom experience is a plus)
Strong analytical and communication skills, with a solution-oriented mindset
Strong Stakeholder Management, Change Management skills (Technical change and People change)

IT Service Manager

Key skills