IT Service Manager (Hybrid)

We are seeking an IT Service Manager to lead and enhance IT Service Management (ITSM) processes in a dynamic and evolving IT organization. In this role, you will drive service excellence, optimize workflows, and ensure efficient IT operations while fostering collaboration across teams and stakeholders.

Key Responsibilities:
Oversee and continuously improve ITSM processes across support, operations, and IT services.
Define and implement ITIL-based best practices to enhance service delivery.
Act as the Product Owner for the ITSM platform, Freshservice, ensuring its effective use and development.
Establish and monitor SLA, OLA, and KPI metrics to measure and optimize IT performance.
Drive incident, problem, and change management to minimize disruptions and improve service reliability.
Collaborate with internal teams and external vendors to ensure seamless service integration.
Lead training and coaching initiatives to embed ITSM principles across the organization.
Develop strategic roadmaps for IT service improvements and innovation.

Qualifications:
7+ years of experience in IT Service Management, with at least 3 years in a leadership role.
Deep knowledge of ITIL framework and proven experience in implementing ITSM best practices.
Strong experience with ITSM tools, preferably Freshservice or similar platforms.
Expertise in service strategy, governance, and performance management.
Strong leadership and stakeholder management skills, with the ability to drive cross-functional collaboration.
Experience working in international or multicultural environments is a plus.

Work Setup:
Hybrid work model with up to 3 remote workdays per week after onboarding.
Collaboration with global teams and stakeholders to drive service excellence.