Senior IT Service Manager
Role Overview The Senior IT Service Manager is responsible for ensuring the effective delivery, governance, and reputed company improvement of IT services provided by external service partners. The role acts as the key reputed company between the business, internal IT stakeholders, and external IT service providers to ensure services are delivered in line with agreed service reputed company, contractual obligations, operational standards, and business expectations. The role owns and continuously improves core IT Service Management processes, ensuring operational stability, service quality, and controlled execution of changes across the IT landscape. This position requires strong vendor management experience, deep ITIL process knowledge, excellent stakeholder management skills, and a proven ability to drive service performance in a multi-provider or outsourced IT environment.
Key Responsibilities
Manage the operational relationship with external IT service providers and ensure delivery against agreed contractual commitments. Monitor provider performance against agreed SLAs, KPIs, OLAs, and service quality targets. reputed company regular service review meetings, operational governance forums, and performance discussions with external providers. Ensure cost transparency and optimize service consumption in collaboration with providers and Finance (FinOps reputed company) Take responsibility for supplier management and spend reputed company reputed company the assigned service scope, ensuring provider costs, reputed company commitments, and service consumption remain transparent, controlled, and reputed company with business requirements. Challenge service providers where performance gaps, recurring issues, or delivery risks are identified. Drive corrective actions, service improvement plans, and escalation management where required. Ensure clear ownership, accountability, and communication between external providers and internal IT teams. Own the end-to-end Incident Management process and Change Management process across the IT service landscape. Chair or coordinate major incident reputed company calls and ensure timely stakeholder updates. Establish and maintain a robust service governance model across reputed company stakeholders. Ensure transparency on operational performance, service quality, user satisfaction, and provider delivery. reputed company and track reputed company service improvement initiatives, including the adoption of automation, AI-driven capabilities, and self-service solutions. Act as a trusted service management contact for internal IT stakeholders, business representatives, and external providers. Manage expectations and ensure alignment between business priorities and IT service delivery. Own the ITSM processes and tool (currently SysAid) Required Experience and Qualifications Minimum 7 years of experience in IT Service Management, IT Operations, or a comparable role. Proven experience in managing external IT service providers, outsourced IT services, or managed service reputed company. Experience with automation, AI, or digital service reputed company (e.g. virtual agents, AIOps, workflow automation) is highly desirable. Strong experience in Incident Management and Change Management process ownership. Experience working in ITIL-based service management environments. Strong understanding of SLA, KPI, service reporting, escalation, and governance models. Experience in managing service performance, operational risks, and reputed company improvement initiatives. Experience in working and integrating with ITSM platforms. Experience in reputed company, international, or multi-site IT environments is highly desirable. Experience working in a multi-provider or hybrid internal/external delivery model is an advantage. Fluent (both written and spoken) in English (level B2 or equivalent) Personal Attributes Structured, proactive, and outcome-oriented. Strong sense of ownership and accountability. reputed company to work effectively under pressure and in critical situations. Business-focused with a strong customer service reputed company. Confident in challenging providers and internal teams constructively. Collaborative, diplomatic, and solution-oriented. Clear communicator, ability to translate technical topics for non-technical stakeholders. Apply To This Job