IT Services Manager

You are an experienced IT service management professional with a strong background in IT operations, ITSM processes, and vendor governance. You thrive in structured environments and are passionate about driving service excellence, operational discipline, and continuous improvement. You are comfortable navigating complex ecosystems involving multiple stakeholders, vendors, and technologies. With a strong Lean / Lean IT mindset, you continuously seek to simplify processes, eliminate inefficiencies, and improve service delivery outcomes. You are recognized for your ability to lead under pressure, communicate clearly across technical and business teams, and bring a data-driven, service-oriented approach to managing IT operations. In this role you will: Service Management & ITSM Lead and govern core ITSM processes including Incident, Request, Change, Problem, Knowledge, and Configuration Management Ensure adherence to defined workflows, policies, and governance standards Coordinate major incident and crisis management, ensuring structured communication and resolution 8-10 years of experience in IT service management or IT operations Proven experience working in multi-vendor, outsourced environments Strong understanding of ITSM frameworks and service delivery models College Diploma in Information Technology or a related field Strong knowledge of IT service management and ITIL practices Experience with ServiceNow and ITSM tools Proven ability to manage vendors and service performance Strong analytical and problem-solving skills Ability to lead process optimization and automation initiatives Excellent communication and stakeholder management skills Structured, disciplined, and resilient under pressure Continuous improvement mindset with a focus on efficiency and service quality Apply Lean / Lean IT principles to improve ITSM processes Performance & Metrics Management Provide actionable insights and reporting to leadership Support adoption of ITIL, ITSM, and Lean IT best practices across the organization ITIL® Foundation (preferred) Lean Six Sigma (Black Belt), COBIT, or ISO/IEC 20000 (desirable)