ITSM Manager - Fully Remote Opportunity

Technical skills

Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 20000, DevOps is a must

Good knowledge of cloud technologies, primarily Microsoft Azure & Google Cloud Technologies

Understanding of Agile / Scrum / DevOps approach to realize business value for the customer

Skilled in data analytics through reports to assess process health, identify gaps, and recommend actionable improvements.

Experience managing service management processes, policies, procedures, and guidelines

Strong leadership skills and the ability to work effectively with business people and IT operations staff

Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals

Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the Operations, Product and Development teams, management, and business personnel

Professionalism and commitment which includes investing time outside office hours when deemed required

Ability to build productive relationships with peers and customersDescription of level of Qualifications

Bachelor's degree in Information Technology or Computer Science or related discipline or equivalent professional experience

8+ years of experience in IT Service Management, with 4+ years professional experience in IT Service Management

ITIL Certification is a must: ITIL Managing Professional, Practice Manager certification is a plus

Familiarity with ITSM platforms (e.g., ServiceNow)

Demonstrated ability to engage and brief senior leadership and executives

Exceptional Major Incident communication skills and decision‑making skills under pressure Experience/Knowledge

Strong understanding of ITIL framework (ITIL certification preferred).

Experience with ServiceNow or similar ITSM platforms.

Excellent communication and stakeholder management skills.

Analytical mindset with experience in metrics and reporting.

High proficiency in English (spoken and written).

Experience of working in a multi-cultural and multi-vendor environment in a multi-discipline team in multiple country locations with sound knowledge in building effective working relationships.

Up-to-date market understanding of cloud technologies

Experience in technology architecture in an enterprise environment

Experience in ITSM process governance

Demonstrable experience with Service Operations

A strong understanding of IT / Business processes, challenges, and issues

Attention to detail and pride in well-presented and accurate work; Strong problem solving, analytical, and independent judgment skills to support an environment driven by customer service and teamwork

Must be able to work autonomously and independently with minimal guidance

Open to adopting artificial intelligence and keen to identify and implement automation opportunities that improve ITSM process efficiency, governance, decision-making, and service outcomes.