Service Manager

Join our Team as Service Manager !

The ideal candidate for the role of Service Manager is someone with proven experience in managing service operations and support teams. They should excel at building and maintaining client relationships, ensuring compliance with agreed service levels (SLAs). As an IT Service Manager at Elitmind, you will be at the forefront of managing and optimizing our IT service management. You’ll ensure that our services align with business goals and industry standards while leading initiatives to improve service performance, customer satisfaction, and operational efficiency. You’ll work closely with cross-functional teams, clients, and vendors to deliver seamless IT solutions.

👉 Join us and become another ElitManiac! :)

What makes you a great fit?

Key requirements:

Taking care of customer relationships and ensuring an agreed level of service and support, including established SLAs
Service Delivery Management: Oversee end-to-end IT service delivery, ensuring SLAs and KPIs are met or exceeded across all services.
Service Level Management: Define, negotiate, and monitor SLAs with internal teams and external vendors, ensuring performance aligns with business expectations.
Team Leadership: Mentor and support IT teams to foster a culture of service excellence, collaboration, and continuous learning.
Incident & Problem Management: Lead efforts to resolve service disruptions, conduct root cause analyses, and implement preventive measures to ensure service stability.
Continuous Improvement: Drive process enhancements, automation, and service innovation to improve ITSM efficiency and effectiveness.
Change & Release Management: Coordinate controlled implementation of system changes, ensuring minimal impact on operations.
Capacity & Availability Management: Monitor and optimize resource utilization to ensure services meet current and future business demands.
Monitoring & Reporting: Utilize ITSM tools to track service performance, analyze trends, and provide actionable insights to leadership and client on timely manner
Financial Management of IT Services: Oversee budgeting, forecasting, and cost optimization for IT service delivery.
Vendor & Supplier Management: Manage third-party vendors and service providers, ensuring they meet contractual obligations and service levels.
Risk & Compliance Management: Ensure IT services adhere to regulatory requirements and industry best practices, mitigating potential risks.

What will you do?

Proven Experience as an IT Service Manager or in a similar IT operations role, with a strong track record in service delivery.
In-depth Knowledge of ITIL frameworks and best practices (ITIL certification is highly desirable).
Experience managing global IT services in multi-region or multi-vendor environments.
Strong Leadership Skills with experience managing cross-functional teams and driving team performance.
Excellent Communication & Interpersonal Skills to effectively collaborate with technical teams, business stakeholders, and clients at all levels.
Problem-Solving Mindset with a proactive approach to identifying opportunities for service improvement and innovation.
Technical Expertise in IT infrastructure, cloud solutions (Azure, AWS), and ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy.
Knowledge of Data Warehouse, Lakehouse environments
Strong Analytical Skills to interpret data, identify trends, and make data-driven decisions for service improvements.
Experience with SLA/KPI management, reporting, and service performance tracking.
Vendor Management Skills with the ability to negotiate and manage third-party service providers.
Project Management Experience (PMP, PRINCE2 certification is a plus) to coordinate service improvement initiatives.
Familiarity with Agile & DevOps methodologies to support continuous integration and deployment in service management.
Cross-sell and Up-sell experience or willingness to learn and participate in sales processes

Our benefits

Ability to work remotely

Flexible working hours

Private medical care or Multisport (you choose)

Unlimited access to Microsoft/Snowflake Technology

Your journey with us starts here:

Initial Screening: If you meet our requirements, our recruiter will reach out to you for a chat about your motivations and expectations. Get ready to share your passion!
Technical Interview: Next, you'll be invited to showcase your skills in an interview with one of our technical experts or team members. This is your chance to shine and demonstrate your expertise.
Final Interview: Finally, you'll have the opportunity to meet your future Team Lead. This is the perfect moment to learn more about the role, the team, and to ask any questions you might have.