Enterprise Service Manager

JOB RESPONSIBILITIES

• Own and manage the end-to-end IT service delivery lifecycle ensuring services meet agreed SLAs and quality standards.
• Maintain and continuously improve the banks IT service catalog ensuring it reflects current service offerings and business needs.
• Act as the primary escalation point for major incidents and service disruptions coordinating resolution and communication to stakeholders.
• Drive the implementation and adoption of ITIL processes including incident problem change and request management.
• Establish and track IT service performance metrics KPIs and OLAs and report regularly to senior IT management and business leaders.
• Manage relationships with internal IT teams business units and external service providers to ensure seamless service delivery.
• Lead service review meetings with business stakeholders and vendors to assess performance and identify improvement opportunities.
• Oversee the configuration management database (CMDB) to ensure accuracy and currency of IT asset and service records.
• Identify and implement service improvement initiatives (SIPs) to enhance reliability efficiency and user satisfaction.
• Coordinate IT change management processes to ensure changes are assessed approved and implemented with minimal service disruption.
• Ensure the IT service desk operates effectively providing first-class support experiences to internal and external customers.
• Develop and maintain IT service management policies procedures and playbooks.

QUALIFICATION