IT Service Manager

Job Summary

Job Description

Key Accountabilities:

Service Delivery Leadership

• Partner with infrastructure applications and cybersecurity teams to maintain seamless end-to-end service delivery. Act as an IT Project Sponsor on key projects.
• Ensure timely and effective resolution of user issues and fulfillment of service requests.
• Partner with the IT service desk and escalation processes ensuring consistent service quality.

IT Service Transformation and Ownership

• Lead initiatives to modernize IT service management (ITSM) and operational processes using ITIL Lean or Agile frameworks.
• Design implement and continuously improve ITSM processes in alignment with ITIL v4 best practices.
• Partner with IT service delivery teams on core processes such as problem and request management with a focus on continuous improvement and customer facing activities
• Develop and maintain process documentation workflows and governance controls.
• Coordinate major incident response root cause analysis and post-incident reviews.

IT Modernization Strategy & Roadmap

• Partner with IT Management to define the IT modernization vision and roadmap.
• Identify transformation priorities such as legacy system replacement and automation opportunities.
• Align IT transformation goals with enterprise business strategy and digital roadmap.
• Develop and grow key performance indicators (KPIs) and success metrics (e.g. deployment frequency MTTR system availability user satisfaction).

Continuous Improvement Framework

• Plan coordinate and develop the continuous improvement framework across the Region NA IT organization.
• Conduct regular retrospectives with continuous improvement stakeholders to identify opportunities for process and service enhancements.
• Collect and consolidate survey results KPIs and feedback from all relevant continuous improvement stakeholders.
• Propose improvement measures to the MX IT Council and prepare/document continuous improvement-related decisions.
• Monitor the implementation of agreed measures ensuring accountability and tracking progress.
• Lead service improvement plans and drive a culture of proactive problem-solving and innovation.

Customer & Stakeholder Experience

• Act as the primary point of contact for IT service performance and customer satisfaction.
• Build strong relationships with business units to understand evolving needs and pain points.
• Develop and report on customer experience metrics (e.g. CSAT Net Promoter Score).
• Communicate service status planned maintenance and incidents effectively across the organization.
• Ensure a consistent user-centered service experience across all IT touchpoints.

Governance Reporting & Compliance

• Develop and present regular service performance reports and dashboards to IT leadership.
• Maintain compliance with IT policies security requirements and audit standards.
• Support IT risk management business continuity and disaster recovery planning.

Qualifications:

Minimum Experience

• Bachelors degree in Information Technology Computer Science or related discipline.
• 7 years of experience in Application Lifecycle Management IT operations service management or infrastructure support.
• At least 3 years in a supervisory or management capacity within IT services.
• Demonstrated experience implementing and optimizing ITIL processes.
• Experience with ITSM platforms (e.g. ServiceNow Jira Service Management
• Service Orientation: Strong commitment to delivering high-quality user-centered IT services.
• Leadership: Proven ability to lead and motivate cross-functional teams in a fast-paced environment.
• Analytical Thinking: Data-driven approach to identifying root causes and measuring performance.
• Process Excellence: Deep understanding of ITIL frameworks process mapping and continual improvement.
• Continuous Improvement: Experience in developing and executing continuous improvement initiatives conducting retrospectives and driving measurable change.
• Communication: Excellent verbal written and stakeholder communication skills.
• Technology Fluency: Working knowledge of IT infrastructure cloud services and end-user support technologies.
• Collaboration: Ability to partner effectively with technology business and vendor teams.

Certifications (Preferred)

• ITIL v4 Managing Professional or Intermediate Certification.
• COBIT ISO 20000 or similar service governance certifications (asset).
• Project Management (PMP PRINCE2 or Agile) a plus.

Benefits Overview

We offer competitive company benefits to eligible positions such as :

• Medical Dental Vision Insurance
• Life Insurance and Disability

• Voluntary Wellness Programs

• 401(k) and RRSP programs with Company Match
• Paid Vacation and Holidays
• Tuition Reimbursement
• And more!

Benefits may vary based on job country union role and/or company segment. Please work with your recruiter or tk representative for applicable benefits information.

Disclaimer

This is to notify the general public that some individuals/entities are using the thyssenkrupp (TK) name trademark domain name and logo without authorization. They are posing as employees representatives or agents of TK and its associated/group companies. These individuals/entities are fraudulently offering jobs online through texts websites telephone calls emails or by issuing fake offer letters. They are also soliciting jobseekers to deposit money in certain bank accounts or providing jobseekers with fraudulent checks to obtain banking information.

TK does not ask solicit or accept any monies in any form from candidates job applicants or potential jobseekers who have applied to or wish to apply to TK whether online or otherwise as a pre-employment requirement. TK bears no responsibility for money being deposited/withdrawn therefrom in response to such fake offers.

TK does not:

job offers from free email services like Gmail Rediffmail Yahoo mail etc.;
payment of any kind from prospective jobseekers or candidates for employment;
anyone to collect money or agree to any monetary arrangement in return for a job at TK;
checks to job seekers; or
job offers through third the event TK uses professional recruitment services through a third party offers are always made directly by TK and not by any third parties.

PLEASE NOTE:

strongly recommends that potential jobseekers do not respond to such fake solicitations in any manner;
will not be responsible to anyone acting on an employment offer that is not directly made by TK;
making an employment offer in return for money is not authorized by TK; and
reserves the right to take legal action including criminal action against such individuals/entities.

TK follows a formal recruitment process through its own HR department and applications are evaluated by its HR department through pre-defined processes. Please visit our official careers website at to view authentic job openings at TK.

If you receive any unauthorized suspicious or fraudulent offers or interview calls please email us at

We shall not accept any liability towards the representation made in any fraudulent communication or its consequences and such fraudulent communication shall not be treated as any kind of offer or representation by TK or its group companies and affiliates.