IT Service Manager job at IKEDC

Role Purpose

• Responsible for managing the IT services and ensuring all IT KPIs are met in line with ITIL standards. Certified in ITIL foundations v3 or 4 with acute understanding of all aspects of service management and ITIL.
• Encompasses full knowledge required within the service management specialty area.
• Typically develops process and procedure documentation that are implemented by self or team.
• Functions independently with minimal oversight and direction. Provides professional guidance and leadership to peers.

Responsibilities

• Develops relationships with external clients and organisations to assess their technology, support, and security needs
• Provides client assessments, and pitches IT equipment and service packages during meetings or presentations
• Offers innovative solutions that meet clients’ needs while remaining cost effective
• Manages projects by creating timelines, adhering to budgets, and assigning staff members
• Establishes client and sales goals, and tracks progress and other metrics
• Maintains relationships with technology, software, and security vendors
• Manages and assesses the performance of staff members who specialise in support, sales, and installation
• Identifies staffing needs and works with human resources colleagues to pursue the hiring process
• Maintains familiarity with current and upcoming IT equipment, services, and other developments
• Coordinates troubleshooting, support, and service for equipment and networks when necessary
• Upholds a sense of customer service and measures client satisfaction
• Measures operational effectiveness and provides reports to leadership on process compliance and operational activities.
• Ensure all IT Services, processes and procedures conform to standard best practices

Minimum qualifications

• Bachelor’s Degree in Information Technology or Computer Science or any other related field; or MBA in information Technology management or related areas.
• 5 to 8 years’ experience in IT Service Management
• Experience with Customer Service, Management, Leadership, Staffing
• Demonstrated V.3 ITIL foundations understanding.
• Demonstrated experience in developing process documentation.
• Demonstrated experience in developing reports and statistics using spreadsheet software.
• Demonstrated ability to coordinate and facilitate operational meetings.
• Demonstrated ability to develop workflow diagrams for service management areas

Technical Competencies:

• Computing and User Support
• Networking Administration
• Server Administration
• Disaster Recovery
• Hardware Configuration
• Application Support and Maintenance
• Information Security
• Expert understanding of each ITIL based
• Service Support process (change mgt., problem management, incident management etc.)

Behavioral Competencies:

• Communication and Interpersonal Relations
• Supervisory/Managerial Skills
• Problem Solving and Decision Making
• Managing Resources
• Business Focus
• Keen attention to detail
• Customer – centric.