an outlined job description of a Digital & IT Service Manager

Job Title: Digital & IT Service Manager

Job Overview: The Digital & IT Service Manager will be responsible for the delivery and management of IT services, ensuring they meet the needs of the business and customers. They will work closely with the IT and business teams to understand requirements, develop service plans, and manage service execution.

Key Responsibilities:

Ensure the delivery and management of IT services meet the needs of the business and customers.
Develop and maintain service level agreements (SLAs) and ensure service delivery meets SLAs
Identify and implement service improvements to increase customer satisfaction and reduce costs.
Ensure service continuity by developing and maintaining business continuity and disaster recovery plans.
Monitor and measure service performance to identify areas for improvement and take corrective action as needed.
Manage the IT service portfolio, including the development of new services and the retirement of old services.
Ensure IT services are delivered in line with IT governance, methodologies, and standards
Lead and manage incident, change, and request management processes to ensure the timely resolution of service disruptions and requests.
Develop and maintain the IT service catalog and ensure it is up to date and accurate.
Continuously improve the IT service management process and methodology.
Qualifications:

Bachelor’s degree in Computer Science, Business Administration or related field.
Minimum of 5 years of experience in IT service management.
Strong knowledge of IT service management best practices and frameworks such as ITIL.
Experience with service level management, incident management, change management, and request management.
Strong leadership and communication skills.
Strong analytical and problem-solving skills.
Experience with IT governance, standards, and compliance.
ITIL certification is a plus
Experience with IT service management automation tools
Good understanding of digital technologies, trends and best practices.