IS Service Manager

Job title: IS Service Manager

About the Role The IS Service Manager will be a hands-on leader within the ITSM function, responsible for ownership and execution of IT service management processes. You will actively work within the ITSM tool, analyze data, drive resolutions, and continuously improve service quality across business applications, workplace services, infrastructure, and information security, in line with ITIL v4 and internal governance standards. You will collaborate with technical teams, business stakeholders, and vendors to minimize disruptions and promote operational excellence and automation.

What You'll Do

• Own, operate, and continually improve core ITSM processes including Incident Management, Service Request Management, Problem Management, and Change Enablement.
• Actively manage incidents end-to-end, including major incidents, ensuring rapid restoration, effective communication, and post-incident reviews.
• Manage service requests ensuring SLA achievement, optimize service catalog, and identify automation opportunities.
• Lead problem investigations, drive corrective and preventive actions, and produce trend analyses.
• Coordinate change governance, CAB activities, risk assessments, post-change reviews, and maintain audit-ready ITIL-aligned documentation.
• Drive ITSM data ownership using Microsoft Power Platform, build dashboards with Power BI, and collaborate with developers/architects to improve automation and AI-enabled capabilities.
• Coach and develop the internal support team; maintain high service quality and knowledge sharing.
• Act as primary interface between IT operations, stakeholders, and external service providers; monitor customer satisfaction; drive improvements based on data and feedback.
• Develop and maintain IT Service Continuity Management (ITSCM) aligned with business continuity requirements.

What We're Looking For

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 6 years of hands-on experience in IT Service Management or IT Operations.
• Strong practical experience with ITIL v4 processes.
• Experience working directly with ITSM tools and operational data.
• ITIL v4 Foundation certification required; ITIL Practice Manager or ITIL Managing Professional is desirable.
• Skills: Analytical, problem-solving, decision-making; hands-on in operational environments; experience managing SLAs, KPIs, and service performance reporting.
• Experience with Microsoft Power Platform and/or Power BI is highly desirable.
• Solid technical understanding of workplace services, infrastructure, and networks.
• Excellent communication skills; fluent in English.

Nice to Have

• ITIL Practice Manager or ITIL Managing Professional (preferred).
• Power Platform and/or Power BI experience.

Compensation & Benefits

• Flexible Work Hours
• Hybrid working model (Mon & Fri WFH)
• Medical Insurance
• Parental leave Policy
• On-site crèche facility
• Annual Health Check-up
• Employee Assistance Program