Incident Manager

We are seeking a seasoned Service Manager with 8 years of experience to lead and enhance our service management operations. The ideal candidate will have a strong background in ITIL practices, project management, and vendor management. This role involves overseeing the service desk operations, ensuring high-quality service delivery, and driving continuous improvement initiatives.
Key Responsibilities:
Service Management: Oversee day-to-day operations of the service desk, ensuring efficient incident resolution and adherence to service level agreements (SLAs).
Incident & Problem Management: Manage high-priority incidents, perform root cause analysis, and implement corrective actions to prevent recurrence.
Change Management: Coordinate and manage changes to IT services, ensuring minimal impact on business operations.
Performance Metrics: Develop and monitor KPIs and SLAs, preparing reports to track service performance and drive improvements.
Team Leadership: Lead, mentor, and develop a team of service management professionals, fostering a collaborative and high-performance work environment.
Vendor Management: Manage relationships with third-party vendors, ensuring service quality and compliance with contractual obligations.
Project Management: Lead service management projects, including planning, execution, and post-implementation reviews.
Customer Service: Ensure a high level of customer satisfaction by addressing escalations and improving service delivery processes.
Continuous Improvement: Identify opportunities for process enhancements and implement changes to improve service efficiency and effectiveness.
Compliance: Ensure compliance with relevant regulatory and internal requirements.
Qualifications:
Bachelor s degree in Information Technology, Business Administration, or a related field.
8 years of experience in Service Management, with a strong background in ITIL frameworks.
Proficiency with ITSM tools such as ServiceNow, BMC Remedy, or Cherwell.
Experience in managing high-priority incidents and changes.
Strong project management skills with a proven track record of successful project delivery.
Excellent communication and interpersonal skills, with the ability to engage stakeholders at all levels.
Strong analytical and problem-solving abilities.
Proven experience in managing vendor relationships and budgets.
ITIL Certification (Foundation or higher) preferred.

Note : Interested candidates can submit your profiles to

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