Group IT Service Operations Manager at PSG Konsult Ltd

Purpose:

• The ITSM Manager will lead the IT Service Management team to design, implement, and continuously improve ITIL-aligned processes, ensuring efficient delivery of IT services across PSG.
• This role is responsible for managing service frameworks, incident/problem/change processes, asset and license management, and coordinating desktop and AV support through outsourced teams.

Job Description:

• An opportunity exists for an IT Service Manager to work within a growing financial services organisation, supporting both on-premises and cloud-based environments.

Key Responsibilities

Service Management Framework

• Design and implement ITIL-based processes across the organization.
• Develop and maintain the IT Service Catalogue.
• Define, monitor, and report on SLAs and OLAs.
• Perform service trend analysis and drive continuous improvement initiatives.

User Account, Incident & Problem Management

• Oversee user access provisioning and deprovisioning.
• Manage incident triage, escalation, and resolution coordination.
• Conduct root cause analysis and lead problem investigations.

Change Management

• Coordinate Change Advisory Board (CAB) activities.
• Assess change impact and risk.
• Plan and approve implementation schedules.
• Conduct post-implementation reviews and lessons learned.

Asset & License Management

• Maintain IT asset inventory and lifecycle tracking.
• Monitor software license compliance.
• Coordinate procurement and vendor engagement for IT assets.

Desktop & AV Support Coordination

• Oversee outsourced desktop and AV support teams.
• Monitor service levels and produce performance reports.
• Provide technical escalation support.
• Coordinate user training and support initiatives.

Team Management

• Lead and manage the ITSM team, ensuring clear roles and responsibilities.
• Set performance objectives and conduct regular reviews.
• Foster a culture of collaboration, accountability, and continuous improvement.
• Identify skills gaps and coordinate training and development plans.
• Manage resource allocation and workload balancing across ITSM functions.
• Act as an escalation point for team and stakeholder issues.
• Drive employee engagement and retention within the ITSM team.

Qualifications & Experience

Education:

• Bachelor’s degree in Information Technology, Computer Science, or related field. ITIL v4 certification required.

Experience:

• Minimum 5–7 years in IT Service Management roles, with at least 3 years in a leadership capacity.
• Proven experience implementing ITIL processes and managing service delivery teams.
• Strong understanding of change, incident, and problem management frameworks.
• Experience with ITSM tools (e.g., Jira Service Management, ServiceNow).

Preferred:

• ITIL v4 or ISO/IEC 20000 knowledge, experience in hybrid IT environments

Skills & Competencies

• Strong leadership and team management skills.
• Excellent communication and stakeholder engagement abilities.
• Analytical and problem-solving mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Vendor and contract management experience.
• Troubleshooting and strong resolution skills
• Achievement / Results orientated
• Team Player
• Motivated and positive attitude