Key Responsibilities:
- Manage end-to-end IT service delivery to ensure high availability and performance
- Monitor and maintain Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Lead incident, problem, and change management processes
- Coordinate with internal IT teams and external vendors for issue resolution
- Ensure minimal downtime and quick recovery from service disruptions
- Drive continuous service improvement initiatives
- Oversee service desk operations and escalated support issues
- Conduct root cause analysis for major incidents
- Prepare service performance reports for management review
- Manage IT service transition for new applications and infrastructure
- Ensure compliance with security, governance, and regulatory requirements
- Develop and maintain IT service management policies and procedures
- Collaborate with business stakeholders to align IT services with organizational goals
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field
- 5+ years of experience in IT operations/service management
- Strong knowledge of IT Service Management frameworks
- Experience with incident, problem, and change management
- Familiarity with IT infrastructure, cloud services, and enterprise applications
- Experience with service management tools such as ServiceNow, Jira Service Management, or BMC Remedy
Preferred Certifications:
- ITIL Foundation Certification
- PMP
- COBIT
- Cloud certifications (e.g., AWS / Azure)
Required Skills:
- Strong leadership and stakeholder management
- Excellent troubleshooting and analytical skills
- Communication and presentation skills
- Vendor management
- Risk assessment and mitigation
- Process improvement mindset
Key Performance Indicators (KPIs):
- SLA compliance rate
- Incident resolution time
- Service availability
- Customer satisfaction score
- Change success rate
- Reduction in recurring incidents
If you are interested in one of our vacancies, please send your CV and motivation to: hrtvm@arstraffic.com
If you like to know more about working at ARS, please contact us at: 0471 6616755