ITSM Manager

Job Summary

A company is looking for an AVP, ITSM Manager responsible for overseeing IT service management processes.

Key Responsibilities

• Manage the end-to-end Change Management process and facilitate Change Advisory Board meetings
• Act as Incident Manager during critical incidents, ensuring quick restoration of services
• Lead the Problem Management lifecycle and conduct Root Cause Analysis sessions

Required Qualifications

• Bachelor's Degree
• 7+ years of experience in IT Service Management or IT Operations
• Strong understanding of ITIL frameworks, particularly in Change, Incident, and Problem Management
• Hands-on experience with ITSM tools such as ServiceNow or Jira Service Management
• ITIL v4 Foundation certification (required); ITIL Managing Professional preferred