IT Service Manager

Description

Valleysoft | Center of Excellence is a regional IT services provider based in Egypt, serving clients globally since 2006. The company collaborates with global partners like Oracle to address diverse business and technical challenges, from enterprise application development to process management. Valleysoft's vendor-neutral and process-oriented approach, coupled with operational maturity, ensures high-quality and cost-effective services for clients.

Job purpose

An IT service lead is leading and overseeing the reporting functions to support decision-making, process improvements, and service optimization within an organization, driving actionable insights to improve IT service delivery and operations.

Description

1. Ensure that IT metrics are aligned with organizational goals, ITIL processes, and service management standards.
2. Oversee the collection and management of data related to IT operations, including service delivery, processes management, system performance, and user satisfaction.
3. Provide insights into service performance, operational efficiency, resource utilization, and business impact, highlighting areas for improvement.
4. Lead the design of executive-level reports that provide clear, concise, and actionable metrics that guide IT strategy and business decisions.
5. Partner with IT leaders to prioritize key deliverables that impact business outcomes and ensure alignment with organizational priorities.
6. Monitor request fulfillment times and work with teams to optimize the request fulfillment process to meet or exceed SLA expectations.
7. Ensure that business services are listed and classified according to standards.
8. Report on SLA performance, highlighting any trends or issues and providing recommendations for improvement.
9. Lead and oversee the configuration, integration, and management of ITSM tools to ensure that they support the organization's needs and workflows.
10. Lead initiatives to enhance the knowledge base, including improving content quality, usability, and knowledge-sharing culture.
11. Regularly audit and update team documentation content to ensure its relevance and accuracy.
12. Manage the end-to-end lifecycle of IT service requests from initiation to fulfillment, ensuring requests are handled in a timely and efficient manner.
13. Develop, negotiate, and maintain service level agreements (SLAs) and operational level agreements (OLAs) with IT.

Policies, processes and procedures

14. Participate and recommend improvements to policies, processes and procedures and manage their implementation to ensure all relevant legislative and procedural requirements are fulfilled.

Day-to-day management

15. Supervise the day to day operations of the team providing some guidance in the related area, encouraging teamwork, innovation, recommending new approaches and facilitating related professional work processes in order to achieve high performance standards.
16. Liaise with internal and external parties at the appropriate levels to ensure smooth flow of interactions.

Supervision

17. Supervise the activities and work of subordinates to ensure that all work within a specific area is carried out in an efficient manner and in compliance with the set policies, processes and procedures.

Compliance

18. Ensure compliance with all relevant regulations, banking laws, AML regulations and internal policies and code of conduct in order to maintain the organization’s sound legal position and mitigate any potential risks.

Requirements

• Education: Bachelor’s degree in information technology, computer science, business administration, or a related field (preferred).
• Experience: 6-8 years of experience.
• Certifications: ITIL certification (Foundation, Intermediate, or Practitioner) is often required; other certifications like PMP or COBIT may be beneficial.
• Technical expertise: A solid understanding of IT infrastructure, service management tools (e.g., ServiceNow, BMC Remedy), and relevant IT technologies.
• Leadership skills: Strong leadership abilities with experience managing a team, motivating others, and driving results.
• ITIL expertise: In-depth understanding of ITIL frameworks and best practices, with ITIL certification (e.g., ITIL Foundation or Practitioner) often preferred.
• Experience working with vendors and service providers, including contract negotiations, performance management, and relationship building.
• Customer-centric focus: Ability to prioritize customer needs and ensure that IT services are aligned with user requirements.