Job DescriptionDepartment: IT Service Management
NReports To: Director of Service Management
NJob Summary
nThe Service Manager will lead and optimise the end-to-end delivery of IT services in alignment with ITIL best practices while also acting as a strategic partner to internal and external customers. This role blends traditional IT service management with customer success principles—ensuring service reliability, high customer satisfaction, proactive engagement, and continuous value delivery.
NKey Responsibilities
nService Management
N
- n
- Maintain and improve ITIL-based service management processes. N
- Monitor SLAs, OLAs, KPIs, and deliver performance reporting. N
- Deliver excel and PowerPoint reports to customers on monthly basis N
- Lead major incident resolution and root-cause analysis. N
- Collaborate with technical, security, and application teams. N
- Drive Continual ServiceImprovement (CSI). N
- Act as an escalation point for high-impact issues. N
- Use ITSM toolsets to automate workflows and improve data quality. N




- Support audits and compliance assessments. N
- Understanding of GxP and Pharmacovigilance requirements N

nCustomer Success
N
- n
- Build trusted, long-term relationships with business partners. N
- Act as a strategic advisor to maximise service value. N
- Monitor customer sentiment and adoption. N
- Translate feedback intoservice improvements. N
- Deliver customer engagement activities. N
- Ensure clear communication during incidents and changes. N
- Identify opportunities to enhance service value. N

nQualifications
n
- N
- Bachelor's degree in IT, business, or related field. N
- 5+ years in service management and/or customer-facing roles. N
- ITIL Foundation v4 required;
advanced certificationspreferred. N
- Leadership experience across technical teams. N
- Experience with major ITSM platforms. N
- Solid communication, stakeholder, and problem‐solving skills. N

nPreferred Skills
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