IT Manager

We are seeking an experienced IT Manager to oversee the strategic management and high-level operation of internal IT services across the organization. This role requires deep expertise in IT service management (ITSM) with a strong focus on aligning IT services to ITIL 4 best practices and ISO 20000-1:2018 standards. You will work closely with all business units and groups to ensure that internal IT services meet operational needs and drive ongoing enhancements across the company. A key focus of this role will be consolidating standard IT services to address common business requirements, fostering efficiency and consistency. Additionally, you will collaborate with the procurement department in vendor and partner management and work with corporate risk management to ensure internal IT services are fully aligned with the corporate IT Security Management Program. Your leadership will promote a culture of continuous improvement, ensuring that internal IT services evolve to support the organization’s dynamic business environment.

Responsibilities

IT Service Management (ITSM):

• Implement and oversee ITIL 4 best practices across all internal IT operations, ensuring alignment with ISO 20000- 1:2018 standards and driving continuous improvement in service delivery.
• Monitor and evaluate the performance of internal IT services, ensuring they meet service level agreements (SLAs) and contribute to the strategic objectives of the organization.
• Consolidate and standardize internal IT services to encompass common business requirements across all business units and groups, promoting efficiency, consistency, and adherence to both ITIL 4 and ISO 20000-1:2018 frameworks.

Strategic Planning and Continuous Improvement:

• Provide strategic direction for internal IT services, ensuring they align with the company’s business objectives and contribute to continuous improvement initiatives across all business units and groups.
• Collaborate with the IT Service Desk, system custodians, and all business units to identify opportunities for improvement and implement changes that enhance the quality, efficiency, and alignment of internal IT services with ITIL 4 and ISO 20000-1:2018 standards.
• Drive the consolidation of standard services to meet common needs across the organization, ensuring that IT services are scalable and adaptable to evolving business requirements while remaining compliant with ITIL 4 and ISO 20000- 1:2018.

Project Management:

• Oversee internal IT projects from a high level, ensuring they are strategically aligned, delivered on time, within scope, and within budget, while also contributing to the continuous improvement and standardization of internal IT services in accordance with ITIL 4 and ISO 20000-1:2018 standards.
• Ensure that all internal IT projects adhere to ISO 20000-1:2018 standards and ITIL 4 practices, supporting the ongoing enhancement and consolidation of IT operations across the organization.

Vendor and Partner Management:

• Support the Procurement department in managing relationships with technology vendors and service providers, ensuring that vendor services meet contractual obligations and contribute to the company’s internal IT capabilities while aligning with ITIL 4 and ISO 20000-1:2018 standards.
• Assist in negotiating contracts and service level agreements, focusing on enhancing the delivery of internal IT services and ensuring alignment with ITIL 4 and ISO 20000-1:2018 frameworks.
• Perform formal IT technology assessments for solutions identified by the business, ensuring they meet organizational needs and align with ITIL 4 and ISO 20000-1:2018 standards.
• Oversee the operational acceptance of solutions, ensuring they are fully integrated and functional within the internal IT environment.
• Collaborate with Procurement to evaluate vendor performance, ensuring that partnerships deliver value and support the company’s strategic goals in alignment with ITIL 4 and ISO 20000-1:2018.

Risk Management and Compliance:

• Engage and collaborate with corporate risk management to identify, assess, and manage risks associated with internal IT services, ensuring alignment with both ITIL 4 and ISO 20000-1:2018 standards.
• Ensure that internal IT services are fully aligned with the corporate IT Security Management Program, implementing security measures that protect IT infrastructure and data, consistent with ITIL 4 and ISO 20000-1:2018 guidelines.
• Oversee the implementation of compliance initiatives, ensuring they contribute to the ongoing improvement and resilience of standardized internal IT services in line with ITIL 4 and ISO 20000-1:2018 standards.

Driving Continuous Improvement and Service Consolidation Across All Business Units:

• Lead initiatives to foster continuous improvement and the consolidation of IT services across all business units and groups, using internal IT services as a catalyst for enhancing overall business performance and ensuring alignment with ITIL 4 and ISO 20000-1:2018 standards.
• Work with business leaders to identify and implement improvements that drive efficiency, reduce costs, and enhance the quality of standardized internal services provided to employees, ensuring they align with ITIL 4 and ISO 20000- 1:2018 frameworks.
• Regularly assess and refine internal IT processes and practices, ensuring they are responsive to the evolving needs of the business and contribute to the company’s long-term success through standardized service offerings compliant with ITIL 4 and ISO 20000-1:2018.
  

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant certifications in ITIL 4, ISO 20000-1:2018, or related frameworks are strongly preferred.
• Minimum of 8 years of progressive experience in IT service management, with at least 3 years in a leadership or managerial role.
• Demonstrated experience in implementing and managing ITIL 4-based processes and aligning with ISO 20000-1:2018 standards.
• Proven track record of overseeing cross-functional IT initiatives and leading service consolidation across business units.
• Deep knowledge of IT Service Management (ITSM), especially ITIL 4 and ISO 20000-1:2018 compliance.
• Strong experience in vendor management, contract negotiation, and performance evaluation.
• Familiarity with enterprise risk management frameworks and IT security programs.
• Competence in high-level project management, including budget, scope, and timeline control.
• Excellent communication and stakeholder engagement skills.
• Strong strategic thinking with a focus on continuous improvement and service optimization.
• Ability to influence cross-functional teams and manage change in a dynamic business environment.