Service Manager GBS ITS
Core
Manage end-to-end IT service delivery for enterprise applications, cloud, SaaS, and digital platforms, ensuring SLA compliance and operational stability.
Role type
Senior Service Manager (IT Service Delivery)
Builds
Reliable enterprise IT services across cloud, SaaS, and digital platforms
Domain
IT Service Management (ITSM) / Enterprise Technology Operations
Required skills
IT Service Management (ITIL), Service Delivery Management, Incident/Problem/Change/Release Management, Operational Governance, Stakeholder Management, Continuous Improvement, ServiceNow, Jira, Azure DevOps, Power BI
Preferred skills
Agile/DevOps/Lean practices, Service Catalogue management, SLA/KPI reporting, Cross-functional team leadership
Technologies
ServiceNow, Jira, Confluence, Azure DevOps, Microsoft 365, Power BI
Responsibilities
Conduct service review meetings and drive stakeholder engagement, Manage service escalations and major incidents, Define and report service quality metrics and KPIs, Govern end-to-end IT service delivery, Drive continuous improvement initiatives using operational metrics
Seniority
Senior, hands-on IC
