Position Overview

We are seeking an IT Service Manager at a global Asset Management firm in midtown. This position will be responsible for supporting the needs of the Americas IT Service Team to ensure operational service stability and implementation of necessary improvements. The ideal candidate is expected to demonstrate strong process adherence and ability to deal with ambiguity in high pressure situations across multiple time zones.

Responsibilities

• Responsible for the delivery of Business as Usual (BAU) IT service to the Americas users.
• In partnership with global counterparts, own and maintain standardization of ITIL processes.
• Drive strong adherence to change, incident, problem and asset management processes
• Respond to both IT service and user escalations in a timely manner; to ensure swift resolution/conclusion.
• Adhere to industry standard IT risk management principles to identify and manage appropriate IT risks; ensure timely resolution or strong mitigation mechanism is employed.
• Become an advocate for Continual Service Improvement (CSI) and evolve the service to enhance IT service excellence.
• Design and produce management information, including dashboards, KPI and exception reports and service performance metrics, to illustrate service performance, focus areas and support senior decision making.

Basic Qualifications

• Prior exposure to the ITIL disciplines, including change, problem and major incident management highly advantageous.
• Practical experience of working with the ITIL service lifecycle framework, specifically Service Design, Service Transition, Service Operations and Continual Service Improvement.
• Ability to develop positive working relationships and strong rapport with support staff as well as senior leadership (both business and technical users).
• Exposure to major incident and problem management, rigorous change management procedures in a mission critical environment to provide governance and conflict analysis preventing outage associated with change.
• Ability to produce accurate and regular service metrics (both KPI and SLAs) reports and ad hoc metric based analysis which outlines performance / trends and aid senior decision making. 
• High-level of personal initiative; able to work independently as well as collaborate in teams.
• Excellent planning, organizational and analytical skills with strong attention to detail.
• Proven ability to manage customer perception through addressing issues and implementing solutions.
• Previous experience of Remedy, Service Now or a similar IT Service Management / CMDB system
• Excellent verbal and written communication skills and technical problem-solving skills.
• Strong interpersonal skills; tact, patience, courtesy, good listening skills.
• Excellent time management, problem solving, prioritization and multi-tasking capabilities.
• Have a flexible approach to working hours as evening/escalated on-call work may be required over weekends.
• Ability to operate under pressure and deliver to demanding deadlines

Bachelor’s degree desirable.