Senior IT Service Manager
2 weeks ago
We are seeking a seasoned professional to lead our IT service management initiatives. This key role will oversee the development, implementation, and maintenance of IT services to ensure high-quality business solutions.
Required Skills and Qualifications- Total experience 11+ years in IT service management.
- Strong working experience in IT support projects (L1 & L2) with a minimum of 3 years in a service manager or lead role.
- Excellent communication skills; able to interact effectively with clients and technical teams.
- Proficiency in incident management, problem management, and service monitoring.
- Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, etc.).
- Expertise in ITIL processes and frameworks.
- Strong analytical, reporting, and documentation skills.
- Experience with working on Jira and Confluence
- Ensuring client satisfaction is paramount.
- Acting as a solution provider rather than an order taker.
- Identifying project/service stakeholders at an early stage and working with them to ensure deliverables align with the business case.
- Planning, organizing, and monitoring projects to deliver high-quality business solutions.
- Mentoring and managing team members by providing constant feedback and guidance.
- Ensuring project quality meets defined governance, process standards, and best practices.
- Reporting the status of key metrics throughout the project lifecycle.
- Assisting the account management team in responding to new project requests.
- Identifying opportunities to cross-sell or up-sell Nagarros offerings.
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