ITSM Manager - Fully Remote Opportunity

Remote
Full Time
Experienced
Technical skills 
  • 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

Description of level of 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


Experience/Knowledge
  • 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.
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