Introduction
Information and Data are some of the most important organizational assets in today's businesses. As a Security Consultant, you will be a key advisor for IBM's clients, analyzing business requirements to design and implement the best security solutions for their needs. You will apply your technical skills to find the balance between enabling and securing the client's organization with the cognitive solutions that are making IBM the fastest growing enterprise security business in the world.

Your Role and Responsibilities
We are seeking an experienced IT Service Manager specializing in IT Operations to lead and optimize our IT service delivery. The ideal candidate will bring a wealth of knowledge in capacity management, SLA oversight, problem resolution, stakeholder management, ticket analysis, and effective escalation procedures. If you are a strategic thinker with a proven track record in IT service management and a focus on operational excellence, we invite you to join our dynamic team.

• Develop and implement capacity management strategies to ensure optimal performance of IT systems.
• Regularly assess current and future capacity requirements and proactively address any gaps.
• SLA Management:
• Define, monitor, and report on Service Level Agreements (SLAs) for IT services.
• Collaborate with cross-functional teams to meet or exceed SLA targets and drive continuous improvement.

• Establish and oversee effective problem management processes to identify root causes of incidents and prevent recurrence.
• Work collaboratively with technical teams to implement long-term solutions and improvements.

• Establish and maintain positive relationships with key stakeholders, both internal and external.
• Act as the primary point of contact for IT service-related communications.
• Ticket Analysis:
• Oversee the analysis of incident and service request tickets to identify trends and areas for improvement.
• Implement measures to reduce the volume of recurring issues.

• Develop and implement an effective escalation process for critical incidents.
• Ensure timely and appropriate communication during escalations to minimize business impact

• Proven experience in IT service management, with a focus on IT Operations.
• In-depth knowledge of capacity management principles and practices.
• Strong understanding of SLA frameworks and proven experience in SLA management.
• Stakeholder management skills with the ability to communicate effectively at all levels.
• Analytical mindset with the ability to analyze ticket data and derive actionable insights.
• Experience in designing and implementing escalation processes for incident management.

• ITIL certification is highly desirable.
• Proficiency in IT service management tools and systems.
• Excellent interpersonal and communication skills.
• Strong problem-solving and decision-making abilities.
• Project management skills with the ability to manage multiple tasks simultaneously.