IT Service Manager
Within Program NEXT, we are looking for an IT Service Manager to ensure the stability, performance and continuous improvement of NEXT services, acting as a key interface between Business, IT teams and vendors. Key responsibilities of the role will include:
- Govern Service, Incident, Problem, Change and Major Incident Management processes.
- Coordinate operational teams and vendors, ensuring timely issue resolution and service continuity.
- Monitor service performance through SLAs, KPIs and service reviews.
- Manage escalations and support continuous service improvement initiatives.
- Drive ServiceNow enhancements and operational process improvements.
- Support budget monitoring and cost optimization for Run and Change activities.
- Collect and consolidate business demands and requirements supporting portfolio management activities.
- Manage supplier relationships, contracts and invoicing processes.
- Support internal and external audits, ensuring compliance with corporate controls and regulatory requirements.
- Monitor remediation plans, corrective actions and process adherence.
Our ideal candidate will meet the following requirements:
- Experience in IT Service Management and operational governance.
- Knowledge of Incident, Problem, Change and Major Incident Management processes.
- Experience with ServiceNow ITSM.
- Experience in vendor and contract management.
- Knowl
- Govern Service, Incident, Problem, Change and Major Incident Management processes.
- Coordinate operational teams and vendors, ensuring timely issue resolution and service continuity.
- Monitor service performance through SLAs, KPIs and service reviews.
- Manage escalations and support continuous service improvement initiatives.
- Drive ServiceNow enhancements and operational process improvements.
- Support budget monitoring and cost optimization for Run and Change activities.
- Collect and consolidate business demands and requirements supporting portfolio management activities.
- Manage supplier relationships, contracts and invoicing processes.
- Support internal and external audits, ensuring compliance with corporate controls and regulatory requirements.
- Monitor remediation plans, corrective actions and process adherence.
Our ideal candidate will meet the following requirements:
- Experience in IT Service Management and operational governance.
- Knowledge of Incident, Problem, Change and Major Incident Management processes.
- Experience with ServiceNow ITSM.
- Experience in vendor and contract management.
- Knowl