Service Manager IT

Role & responsibilities

Botree has a vacancy for a Service Manager in Ghaziabad. The successful candidate must be able to manage suppliers in outsourcing contracts with strong people management and communication skills.

Responsibilities

• Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives
• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with ITSM Services
• Management of the IT Service Delivery Team including responsibility for service desk, desktop support, application support, career development and staff appraisals
• Definition of service level agreements (SLAs) in relation to contracted services, ensuring the SLA’s are achieved; service quality and client expectations are met or exceeded as well as profitable
• Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed
• Build and maintain client relationships
• Produce management and account performance reports to an agreed schedule or upon request
• Attend client service review meetings covering performance, service improvements, quality and processes
• Implement and facilitate workshops and training courses

Requirements

• Previous experience of IT Service Management is desirable
• A qualification in ITIL Service Delivery is desirable
• Knowledge of MS Office Applications
• Ability to learn, understand and apply new concepts and solutions
• Good analytical and reasoning skills
• Strong communication - verbal and written
• Excellent presentation skills
• Planning and organising skills
• Capable of multi-tasking
• Critical thinking and problem solving skills
• Should have a positive attitude with good interpersonal skills
• Be adaptable / flexible and proactive in taking initiatives
• Should be customer focused