[Hiring] ITSM Manager @Zealogics.com

Role Description

• Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 20000, DevOps is a must.
• Good knowledge of cloud technologies, primarily Microsoft Azure & Google Cloud Technologies.
• Understanding of Agile / Scrum / DevOps approach to realize business value for the customer.
• Skilled in data analytics through reports to assess process health, identify gaps, and recommend actionable improvements.
• Experience managing service management processes, policies, procedures, and guidelines.
• Strong leadership skills and the ability to work effectively with business people and IT operations staff.
• Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals.
• Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the Operations, Product and Development teams, management, and business personnel.
• Professionalism and commitment which includes investing time outside office hours when deemed required.
• Ability to build productive relationships with peers and customers.

Qualifications

• Bachelor's degree in Information Technology or Computer Science or related discipline or equivalent professional experience.
• 8+ years of experience in IT Service Management, with 4+ years professional experience in IT Service Management.
• ITIL Certification is a must; ITIL Managing Professional, Practice Manager certification is a plus.
• Familiarity with ITSM platforms (e.g., ServiceNow).
• Demonstrated ability to engage and brief senior leadership and executives.
• Exceptional Major Incident communication skills and decision-making skills under pressure.

Requirements

• Strong understanding of ITIL framework (ITIL certification preferred).
• Experience with ServiceNow or similar ITSM platforms.
• Excellent communication and stakeholder management skills.
• Analytical mindset with experience in metrics and reporting.
• High proficiency in English (spoken and written).
• Experience of working in a multi-cultural and multi-vendor environment in a multi-discipline team in multiple country locations with sound knowledge in building effective working relationships.
• Up-to-date market understanding of cloud technologies.
• Experience in technology architecture in an enterprise environment.
• Experience in ITSM process governance.
• Demonstrable experience with Service Operations.
• A strong understanding of IT / Business processes, challenges, and issues.
• Attention to detail and pride in well-presented and accurate work; Strong problem solving, analytical, and independent judgment skills to support an environment driven by customer service and teamwork.
• Must be able to work autonomously and independently with minimal guidance.
• Open to adopting artificial intelligence and keen to identify and implement automation opportunities that improve ITSM process efficiency, governance, decision-making, and service outcomes.