IT Service Management Manager (ITIL Expert)

Overview

Job Description We are hiring a senior IT Service Management professional with strong, hands-on experience implementing ITIL processes in enterprise environments. This role is not focused on reporting or ticket monitoring. We are looking for someone who has designed, rolled out, and operated ITSM processes and can lead service delivery at scale.

You will be responsible for strengthening IT service operations, improving process maturity, and ensuring services are delivered consistently against agreed SLAs and KPIs.

Key Responsibilities

• Lead the implementation and improvement of ITIL processes, including Incident, Problem, Change Enablement, Service Continuity, and Continual Service Improvement.
• Own service delivery performance, ensuring SLA, KPI, and operational targets are met.
• Manage major incidents, escalations, and post-incident reviews with clear corrective actions.
• Drive problem manageme...