IT Manager

❖ Job Summary

An IT service manager is responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions. He will manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance.

❖ Job Goals & Objectives

IT Service Manager is responsible for managing and overseeing the company’s ICT Service delivery across all company sites. This includes playing an integral role in overseeing the operations of the company’s service desk by ensuring optimal service levels by building strong and motivated teams. The IT Service Manager also manages the customer service relationships with internal and external stakeholders and ensures that the service team meets its delivery and reporting obligations.

❖ Key Functional Responsibilities to IT Service Manager

• Manages information technology (IT) tasks and staff, establishes relationships with external clients, services computer systems and software, and maintains computer networks and user connectivity.
• Manage the interface with the Company’s internal stakeholders, internal ICT team, and external stakeholders.
• Lead the ICT service implementation process and all related activities (e.g., procurements) in close coordination with ICT management and other stakeholders.
• Mentor and direct team members for timely completion of assigned projects.
• Assigning tasks to technicians/service team throughout each workday that are based on SLAs,

❖ Team member availability, and based on their skills.

• Coordinates troubleshooting, support, and service for equipment and networks when necessary
• Contribute to the service definition, deployment, operations, and further development from the

❖ ICT service perspective.

• Manage the service delivery on a day-to-day basis, act as the Company interface towards the service provider(s) and remedy any issues, escalate problems to ICT management, and propose solutions and improvements.
• Manage assigned ICT contracts with a focus on efficient ICT service delivery based on formal SLAs and assigned budgets.
• Coordinate and actively prepare the technical and contractual documentation for the services.
• Define and monitor service level agreements, KPIs, and other service parameters to monitor the