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IT Service Manager Job Description

IT Service Manager Job Description

Job Brief:

We are searching for an experienced IT Service Manager to serve as a customer advocate and communicator between multiple IT groups for the design, transition, and operational activities of new and existing services across the portfolio. Responsibilities involve ensuring services are designed, developed, and delivered efficiently and with the appropriate level of communication, direction, and quality for the customer. This role requires a splendid yet approachable technology advocate skilled in evangelizing IT services and providing excellent technology consulting services while considering and maintaining company standards and practices. 

Experience to work well with colleagues and other IT teams within the company to manage their shifting needs, goals, and technology changes. The position is extremely public, requiring regular, effective communication with stakeholders at all levels and IT support teams.

Key Responsibilities:

  1. Seek continuous service and process improvement opportunities by actively reviewing services across our portfolio, clients, IT teams, and other stakeholders to develop & streamline processes.
  2. Responsible for building trusted, productive, and sustainable relationships with clients and vendors to ensure the delivery of maximum value in the services offered.
  3. Collaborate with technical teams, business owners, service owners, and other key stakeholders to ensure service quality.
  4. Identify & address issues and develop & update service-related policies as well as processes.
  5. Build consultation services to provide guidance & consultation on software applications and services. 
  6. Responsible for defining and publishing Operational Level Agreements for our services; get buy-in from leadership, technical teams, and stakeholders.
  7. Define and maintain the roadmap for our service portfolio.
  8. Lead incident management, act as a primary point of contact, manage communications, and work with stakeholders and technical teams to resolve service-related issues.
  9. Participate in various projects for the design, transition, and operational activities associated with delivering new or existing services.
  10. Prepare and deliver effective and consistent presentations, documentation, and other materials to clients and the IT team.

Qualifications & Experience:

  • Bachelor's Degree in Computer Science, IT Systems, or related field.
  • PMP or similar certification and experience preferred, e.g., Scrum Master.
  • At least FIVE years of similar experience in Information Technology with at least three years of experience in a Service Management team.


  • Demonstrated experience with user adoption, training along with project management.
  • Must have excellent communication (both written & oral) skills.
  • Able to present ideas and topics in multiple formats, including presentations to large audiences.
  • Strong attention to detail and organization.
  • Ability to coordinate and execute tasks in a high-pressure environment with close deadlines and ever-shifting priorities.
  • Proven experience working collaboratively in a team-oriented environment.
  • Excellent problem-solving skills.
  • Solid knowledge of IT concepts and the ability to stay in pace with the latest technologies and trends.
  • Experience with incident and change management.

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