ITIL SERVICE MANAGER

at  Charles Oakes

SERVICE MANAGERS-ITIL

We are thrilled to present an exceptional opportunity for a talented ITIL/ITSM Service Manager to join our team supporting the major EU institutions in Luxembourg. This role is essential for ensuring the delivery of high-quality IT services, managing service lifecycles, and maintaining compliance with ITIL standards within our complex IT infrastructure.
As an ITIL/ITSM Service Manager, you will be at the forefront of our service management operations, responsible for overseeing service delivery, improving processes, and ensuring that our IT services align with business needs and service level agreements (SLAs). This role demands a dynamic and strategic thinker with strong leadership capabilities.

EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• Over 5 years of experience in IT Service Management, with a focus on ITIL processes.
• Proven track record in managing IT services in a large-scale, complex environment.
• In-depth understanding of ITIL/ITSM frameworks, including Incident, Problem, Change, and Service Level Management.
• Experience with ITSM tools and platforms, such as ServiceNow or BMC Remedy.
• Strong leadership and communication skills, with the ability to manage cross-functional teams.
• Advanced proficiency in English.

• Lead and manage the IT service management processes, ensuring alignment with ITIL best practices.
• Oversee the incident, problem, and change management processes, ensuring timely resolution and minimal service disruption.
• Develop, monitor, and report on key performance indicators (KPIs) and SLAs, ensuring that service levels meet or exceed expectations.
• Collaborate with technical teams to identify areas for service improvement and implement enhancements.
• Ensure compliance with ITIL/ITSM standards, driving continuous improvement initiatives.
• Manage relationships with key stakeholders, to ensure that IT services support their operational needs.
• Develop and maintain comprehensive documentation for service management processes and procedures.