Job Description

In the role of Service Manager, you will handle two primary functions. Firstly, you will oversee IT major incident management, ensuring swift resolution of significant incidents. Secondly, as a Problem Manager, you will coordinate responses post-resolution, aiming to identify the root cause and develop a corrective action plan. The ideal candidate should have a robust background in IT service management and the ability to lead a team of IT professionals in addressing and resolving problems. Your responsibilities will include minimizing the impact of incidents, accelerating resolution times, and improving overall IT service quality.Key Responsibilities

• Lead and manage the incident management process, ensuring incidents are logged, categorized, prioritized, and resolved according to SLAs.
• Exhibit high proficiency in handling complex IT products and services, as well as infrastructure and application components.
• Act as the primary point of contact for major incidents, coordinating among various IT teams and stakeholders to achieve resolutions.
• Perform root cause analysis on major incidents and create comprehensive incident reports, detailing key issues, impacts, resolutions, and preventive and corrective measures.
• Familiarize yourself with ITIL processes relevant to your role, create metrics to evaluate process effectiveness, and analyze this data for improvement.
• Manage the escalation process for major or critical incidents, ensuring timely and appropriate escalation to senior management when necessary.
• Ensure compliance with company policies, industry standards, and regulatory requirements in all incident management activities.
• Build and maintain strong relationships with stakeholders, understanding their needs and ensuring IT services meet their expectations.
• Analyze and interpret trends or patterns in complex data to uncover deeper issues, insights, and opportunities for enhanced service delivery and management.

• Solid knowledge of IT infrastructure domains such as server platforms, storage systems, network devices, enterprise backup technologies, and IT service delivery principles.
• Understanding of infrastructure-as-a-service (IaaS) cloud computing operations, including Azure or GCP.
• Highly technical and analytical, with at least 8 years of progressive experience in technology delivery and service management.
• A degree in Information Technology, Computer Science, or a related field.
• Preferred: ITIL Intermediate certification or higher.
• Practical experience with ITIL processes, including Incident Management, Problem Management, and Change Management.
• Practical knowledge of other ITIL processes like Capacity Management, Event Management, Release Management, Lifecycle Management, and Threat and Vulnerability Management is advantageous.
• Ability to collaborate with various stakeholders to manage expectations and achieve business outcomes.
• Required qualities include self-motivation, excellent time management, organizational skills, cross-functional collaboration, personal responsibility, composure under stress, proactive nature, and high enthusiasm.
• Perseverance, a strong work ethic, and the ability to deliver high-quality work with effective prioritization and agility are essential.

• Bachelor\'s or Master\'s degree in Computer Science, Information Technology, or a related field.
• Minimum of 10 years of experience in IT operations, with at least 5 years in a leadership capacity.
• Proven expertise in Problem and Incident Management.
• Strong knowledge of IT infrastructure, cybersecurity, and network management.
• Excellent leadership, communication, and interpersonal skills.
• Relevant certifications such as CISSP, ITIL, or CISM are a plus.

Adecco