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Job Description – IT Service Management (ITSM) Manager

Role Purpose

The IT Service Management (ITSM) Manager is responsible for establishing, managing, and continuously improving IT service management processes to deliver stable, compliant, and consistent BAU operations. The roles ensure that IT services are being delivered in alignment with business needs, regulatory requirements, and established process frameworks.

Key Responsibilities

1. Manage ITSM (ITIL) Framework

Support management to manage core ITIL Framework and ITSM service lifecycle :

• Service Strategy
• Service Design
• Service Transition
• Service Operations
• Continuous Service Improvement

2. ITIL Process

• Support management to manage core ITSM processes, including but not limited to :
  • Incident Management
  • Change Management
  • Problem Management
  • Demand Management
  • Configuration Management
• Ensure all processes align with ITIL best practices and organizational governance standards.
• Establish repeatable operational procedures and response mechanisms.
• Support operational teams during policy or process implementation (e.g. transitional support during new enforcement).

3. Tooling & Platform Management

• Manage the use of  ITSM tools (e.g. SMAX) to support the related operation processes, including:
  • Workflow design
  • Role and permission models
  • Reporting and dashboards
• Drive adoption and correct usage across technical and business teams.
• Ensure tooling supports regulatory, audit, and operational requirements.

4. Compliance, Audit & Risk Management

• Ensure IT services comply with:
  • Internal governance policies
  • Regulatory and contractual obligations
• Act as the primary interface for audits related to ITSM processes.
• Proactively identify and mitigate operational risks (e.g. EOS items, unmanaged access, process gaps).
• Maintain ITSM documentation and evidence to support audits.

5. Stakeholder & Cross‑Team Coordination

• Act as a bridge between:
  • Platform / Infrastructure teams
  • Application and product owners
  • Security, Audit, and Compliance teams
• Clearly define roles and responsibilities (requester vs executor).
• Drive alignment on operational standards and expectations across teams.

6. Continuous Improvement & Enablement

• Monitor ITSM KPIs (e.g. SLA, change success rate, incident trends).
• Identify process bottlenecks and improvement opportunities.
• On-going continuous review of in-force processes for improvements

Required Skills & Experience

Technical & Professional

• Strong hands‑on experience with ITSM / ITIL frameworks
• Solid understanding of:
  • Change and access control models
  • BAU operations in regulated environments
  • IT governance and risk management
• Experience managing ITSM tools (preferably SMAX, ServiceNow, or equivalent)

Leadership & Communication

• Ability to communicate clearly with both technical and non‑technical stakeholders
• Confident in enforcing governance while remaining pragmatic
• Strong decision‑making and conflict‑resolution skills

Qualifications

• Bachelor’s degree in IT, Computer Science, or related discipline (or equivalent experience)
• ITIL certification (preferred)
• Experience in financial services / regulated environments is a strong advantage

Key Competencies

• Opened mindset
• Strong accountability and ownership
• Ability to balance compliance with operational efficiency
• Able to work with calm and structured approach under pressure

Role Success Indicators

• Clear, consistently followed ITSM processes
• Reduced audit findings related to access and change control
• High adoption and appropriate use of ITSM tooling
• Smooth BAU operations with high availability and service quality
• Clear separation of requester, approver, and executor responsibilities