IT Service Manager - Remote Romania Full-time Job

About the Role

The IT Service Manager is responsible for ensuring the stability and efficiency of IT services, leading incident and problem resolution, and maintaining robust change management practices. This role requires strong leadership skills, technical expertise, and a customer-focused approach to deliver exceptional service quality. The IT Service Manager will collaborate with various teams and stakeholders to maintain SLAs and optimize service delivery processes.

Key Responsibilities

Incident Management
Oversee and manage the incident management process to ensure timely resolution of IT incidents.
Coordinate with technical teams to troubleshoot and resolve complex issues, escalating where necessary.
Communicate effectively with stakeholders, providing regular updates on incident progress.
Analyze incident trends to identify recurring issues and potential improvements.
Implement and maintain incident management best practices.
Problem Management
Lead the problem management process to identify root causes of recurring incidents.
Conduct thorough investigations, working with technical teams to develop and implement effective solutions.
Maintain a problem knowledge base to support faster resolution of future incidents.
Proactively identify and resolve potential problems before they impact services.
Change Management
Plan, schedule, and coordinate IT changes in accordance with the change management process.
Ensure changes are properly documented, tested, and approved before implementation.
Assess the potential impact of changes on IT services and develop mitigation plans.
Monitor change implementation and ensure successful outcomes.
Service Level Management
Monitor and report on service level performance, ensuring compliance with SLAs.
Identify and address service level breaches, implementing corrective actions as needed.
Develop and maintain service level agreements (SLAs) in collaboration with business stakeholders.
Service Improvement
Identify opportunities to improve IT service delivery processes and efficiency.
Lead service improvement initiatives, working with cross-functional teams to implement changes.
Monitor the effectiveness of service improvements and make adjustments as necessary.
Vendor Management
Manage relationships with IT vendors, ensuring they meet performance expectations.
Review and approve vendor invoices, tracking spend against budget.
Participate in vendor contract negotiations.
Communication and Reporting
Prepare and present regular reports on IT service performance to management and stakeholders.
Communicate effectively with all levels of the organization, providing updates on IT service issues and initiatives.
Leadership and Team Management
Provide leadership and guidance to IT service management team members.
Foster a collaborative and customer-focused environment.
Conduct performance reviews and provide coaching and development opportunities.
Knowledge, Skills, and Abilities
Strong knowledge of IT service management (ITSM) best practices, including ITIL frameworks.
Proficient in the use of ITSM tools, such as ServiceNow.
Excellent analytical and problem-solving skills.
Strong leadership and team management abilities.
Excellent communication and interpersonal skills.
Ability to work effectively in a fast-paced, dynamic environment.
Experience with cloud-based IT services and technologies.

Education and Experience

Bachelor's degree in computer science, information technology, or related field.
Minimum of 5 years of experience in IT service management, with a focus on incident, problem, and change management.
ITIL certification preferred.
Experience managing IT services in a complex, global environment.

We Offer
Competitive salary and benefits package
Opportunity to work on challenging and innovative projects
A collaborative and supportive work environment
Career development and advancement opportunities
Equal Employment Opportunity

Orange Services Management is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.

How to Apply
If you are a highly motivated and results-oriented IT Service Manager with a passion for delivering exceptional service quality, we encourage you to apply. Please submit your resume and cover letter outlining your qualifications and experience to [insert application email address].