IT Service Manager

Job Description & Requirements

• Accountable for 24/7 service availability and expected to lead major incident responses outside standard working hours when required.
• Proven track record of managing IT services supporting more than 1,000 end users across multiple locations and business units.
• Demonstrated experience managing underperforming vendors and holding third parties accountable for contractual service commitments.
• Responsible for delivering continuous cost optimization initiatives while maintaining or improving service quality and user satisfaction.
• Must be comfortable making high-impact decisions during critical outages with direct accountability to senior management and executive stakeholders.
• Expected to lead service transformation projects involving process redesign, automation, and organizational change with measurable business outcomes.
• Required to manage multiple concurrent priorities, including incidents, problems, changes, audits, compliance requirements, and strategic initiatives.
• Candidates should be comfortable operating in a fast-paced, high-accountability environment where performance is measured through KPIs, service improvements, stakeholder feedback, and business results.

Requirements:

• Diploma in computer engineering / information technology or equivalent.
• Availability to work outside standard business hours, including weekends and public holidays, when business needs require.