IT Service Manager
About The Position
MV Transportation is seeking an Information Technology Service Manager. This individual shall be a self-starter, highly motivated and able to work in a fast-paced environment. The ITSM Manager is responsible for overseeing the design, implementation, and continuous improvement of IT Service Management processes based on ITIL best practices. This role ensures that IT services are delivered effectively, efficiently, and aligned with business needs. The manager will lead the ITSM team, manage service delivery, and drive process maturity across incident, problem, change, configuration, and service request management.
Requirements
- 5+ years of experience in IT Service Management, with at least 2 years in a leadership role.
- Experience with ITSM platforms such as FreshService, ServiceNow, BMC Remedy, or equivalent.
- Strong understanding of ITIL framework and its practical application.
- Proven track record of driving process improvements and operational excellence.
- Excellent leadership and team management skills.
- Strong analytical and problem-solving abilities.
- Effective communication and stakeholder management.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with metrics, KPIs, and reporting tools.
- Knowledge of enterprise IT infrastructure and operations.
Nice To Haves
- ITIL v3 or ITIL 4 certification prefered.
Responsibilities
- Lead and manage ITSM processes including Incident, Problem, Change, Release, Configuration, and Service Request Management.
- Ensure ITIL-aligned service delivery and support processes are consistently followed and improved.
- Own and maintain the ITSM toolset (e.g., FreshService, ServiceNow, BMC Remedy, Jira Service Management).
- Monitor and report on service performance metrics and SLAs.
- Collaborate with cross-functional teams to ensure seamless service integration and delivery.
- Drive continual service improvement (CSI) initiatives.
- Conduct regular audits and assessments of ITSM processes and compliance.
- Serve as a key liaison between IT and business stakeholders for service-related matters.
- Facilitate root cause analysis and post-incident reviews.
- Champion a customer-centric culture within IT operations.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
