Summary from listing
The Service Manager governs IT service delivery and performance across assigned services or service groups. The role oversees ITIL/ITSM processes including incident, problem, change, service request, event, monitoring, and service level management; supports demand, capacity, availability, continual service improvement, governance, escalation, risk, and vendor management; and prepares service performance reports and KPI dashboards. ITIL/ITSM experience, analytical and stakeholder-management skills, and familiarity with ticketing and monitoring tools are preferred, with ITIL certification also preferred.
