Snr Svc Delivery Mgr, Svc(IMS) Ldrship

Job Description: ITSM Manager

The ITSM Manager is responsible for the governance implementation and continual improvement of IT Service Management processes and delivery across the entire ICT landscape. This role ensures ICT services are delivered in accordance with ITIL best practices are aligned to the project strategic priorities and meet the performance and security expectations of mission-critical operations. The ITSM Manager works collaboratively with system managers operational teams service providers and stakeholders to drive service excellence compliance and effective incident problem and change management within classified and unclassified environments.

Key Responsibilities

• Define implement and oversee core ITSM processes including Incident Problem Change Request Knowledge and Configuration Management.
• Lead and manage the Service Desk team providing Level 1 and Level 2 support across systems and applications.
• Act as the process owner for ITIL-based service management practices ensuring effective integration across service operations and projects.
• Monitor and analyse performance metrics and service reports to identify trends root causes and opportunities for continuous improvement.
• Facilitate knowledge management practices to enhance user self-service and operational efficiency.
• Support audits risk assessments and readiness activities for internal compliance and external review.
• Promote a culture of service excellence process maturity and continuous service improvement across the ICT organisation.
• Conduct incident investigations and root cause analysis

Key Skills and Competencies

• Strong stakeholder engagement and communication skills across technical and executive levels.
• Governance-focused mindset with an ability to balance operational delivery and policy compliance.
• Strong analytical thinking and attention to detail in service reporting and performance monitoring.
• Effective leadership personnel management and team development skills.
• Ability to influence and embed best practices in a complex hierarchical and high-security environment.
• Proven ability to deliver results under pressure particularly in mission-critical and time-sensitive scenarios.
• Excellent verbal and written communication with sensitivity to classified and operational contexts.

The ideal candidate should possess

• Bachelors Degree in Information Technology Information Systems or equivalent qualification.
• Minimum 5 years of experience in IT Service Management with at least 2 years in a governance or process ownership and leadership role.
• ITIL Foundation certification or higher with strong working knowledge of ITIL particularly in Incident Problem and Request Management.
• Exposure to ISO/IEC 27001 ISM and other security standards applicable to government operations.
• Familiarity with problem management methodologies for root cause analysis and resolution.