We are seeking an experienced IT Service Manager specializing in IT Operations to lead and optimize our IT service delivery. The ideal candidate will bring a wealth of knowledge in capacity management, SLA oversight, problem resolution, stakeholder management, ticket analysis, and effective escalation procedures. If you are a strategic thinker with a proven track record in IT service management and a focus on operational excellence, we invite you to join our dynamic team.

Responsibilities:
Capacity Management:Develop and implement capacity management strategies to ensure optimal performance of IT systems.Regularly assess current and future capacity requirements and proactively address any gaps.SLA Management:Define, monitor, and report on Service Level Agreements (SLAs) for IT services.Collaborate with cross-functional teams to meet or exceed SLA targets and drive continuous improvement.Problem Management:Establish and oversee effective problem management processes to identify root causes of incidents and prevent recurrence.Work collaboratively with technical teams to implement long-term solutions and improvements.Stakeholder Management:Establish and maintain positive relationships with key stakeholders, both internal and external.Act as the primary point of contact for IT service-related communications.Ticket Analysis:Oversee the analysis of incident and service request tickets to identify trends and areas for improvement.Implement measures to reduce the volume of recurring issues.Escalation Management:Develop and implement an effective escalation process for critical incidents.Ensure timely and appropriate communication during escalations to minimize business impact