Expert IT Service Manager
2 days ago
We are seeking a seasoned IT service management professional with over 10+ years of experience in managing IT service delivery, process governance, and continual improvement.
This role is designed for a professional who will oversee IT service management practices, train, mentor, and develop fresh graduates entering the IT services field.
- We offer structured training programs for graduate trainees on IT service management principles, ITIL practices, and service delivery models.
- Mentoring and coaching fresh graduates on incident, problem, change, release, and service request management is also a key responsibility.
- A strong understanding of IT service management tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent is required.
- Trainee work will be reviewed in ticket handling, escalation processes, and SLA adherence, providing constructive feedback.
- We guide graduates in understanding service strategy, service design, service transition, service operations, and continual improvement.
- Root cause analysis, customer service excellence, and communication best practices workshops will be conducted.
- Collaboration with HR and leadership teams to shape graduate onboarding, capability-building, and career path programs is essential.
- Continual improvement of IT service management processes and ensuring alignment with organizational goals and industry standards is crucial.
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