The IT Service Manager ensures effective delivery of IT Service Management to internal customers. This includes managing outsourced infrastructure service providers and acting as line manager for local IT managers at two sites. Key responsibilities involve overseeing contracts, monitoring vendor performance, resolving escalations, and driving service improvements. The role also includes strategic alignment of services with business goals and managing costs and risks. Additionally, the IT Service Manager owns core ITSM processes—incident, problem, change, service request, and asset management—ensuring quality execution and leading major incident response. You will also support and guide local IT managers in their daily operations.

What you’ll do

Service Provider Management (40%)