ITSM Manager & Capacity Manager - Associate Manager
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Job Description
Job Description:
Role
We are seeking an experienced and highly organized ITSM & Capacity Manager to oversee both IT Service Management (ITSM) processes and capacity planning for our enterprise IT environment. This hybrid role is critical in ensuring the delivery of high-quality IT services while also managing performance and resource planning to meet current and future business demands. The successful candidate will lead ITIL-aligned service management practices and proactively manage IT infrastructure capacity to maintain optimal performance availability and cost-efficiency.
Essential Job Functions:
ITSM Responsibilities:
Lead and manage ITIL-based service management processes including Incident Problem Change Request and Release Management.
Own the ITSM roadmap and ensure alignment with business goals and compliance standards.
Oversee the ITSM toolset (e.g. ServiceNow BMC Cherwell) including process automation and reporting.
Maintain SLAs/OLAs and ensure performance tracking and service reporting.
Facilitate service reviews drive continual service improvement (CSI) initiatives and manage stakeholder expectations.
Collaborate with IT and business teams to optimize service delivery and ensure consistent adoption of ITSM practices.
Assist in the management and operation of infrastructure services providing support to the team.
Contribute to the implementation of infrastructure strategies and projects.
2 Capacity Management Responsibilities:
Monitor and analyze infrastructure performance usage and trends across servers networks and cloud resources.
Forecast future capacity requirements based on business growth projects and system changes.
Collaborate with infrastructure application and business teams to align capacity with strategic objectives.
Identify bottlenecks risks and under/over-utilized resources; recommend proactive actions.
Develop capacity plans to support project delivery operational stability and budget forecasting.
Produce regular reports and dashboards showing key capacity and performance metrics.
Participate in the implementation of best practices and process improvements within the infrastructure services.
Basic Qualifications:
Bachelors degree in a relevant field or equivalent combination of education and experience
Typically 6 years of relevant work experience in industry with a minimum of 2 years in ITSM and capacity management role
Effective communication skills
In-depth knowledge of ITIL; ITIL Foundation certification required.
Hands-on experience with ITSM platforms (e.g. ServiceNow BMC Remedy) and capacity monitoring tools (e.g. SolarWinds Nagios Azure Monitor).
Strong analytical problem-solving and stakeholder management skills.
Ability to interpret technical data and present meaningful insights to both technical and business audiences.
Proven experience in infrastructure technology management
Proficiencies in technical knowledge and teamwork
A continuous learner that stays abreast with industry knowledge and technology
Other Qualifications:
An advanced degree in a relevant field is a plus
ITIL Intermediate or Managing Professional certifications.
Experience in budget and cost optimization tied to capacity usage.
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Required Experience:
Manager
Employment Type
Full-Time
