ITSM Manager

About the role

The ITSM Manager will lead the design, implementation, and continuous improvement of ITIL‑based processes across the enterprise, establishing and maturing ITSM frameworks from the ground up.

Key responsibilities

• Establish, design, and implement enterprise‑wide ITIL processes including Incident, Problem, Change, Release, and Knowledge Management.
• Drive end‑to‑end ITSM transformation initiatives aligned with the organization’s technology and business vision.
• Develop and maintain ITSM policies and procedures aligned with ISO and audit requirements.
• Champion ITIL awareness programs, internal trainings, and enterprise roadshows.
• Collaborate with Engineering, Product, Security, and Customer Success teams to embed ITSM principles into AI product workflows.
• Provide leadership for continuous service improvement through measurable KPIs and governance metrics.
• Support ITSM tool selection, configuration, and optimization.
• Partner with audit and compliance stakeholders to ensure adherence to ISO 20000, ISO 27001, and other quality frameworks.

Required profile

• Bachelor’s degree in Computer Science, IT, Business Administration or related field.
• Minimum 15 years of overall IT experience, with at least 10 years in ITSM or ITIL leadership roles.
• Proven success in establishing ITSM frameworks and achieving process maturity.
• Strong technical understanding of AI‑driven product development, cloud infrastructure and enterprise platforms.
• Excellent leadership, stakeholder management and communication skills.

Required skills

• Mandatory ITIL v4 Managing Professional certification.
• Mandatory Scrum and Agile certifications.
• Optional PMP or PRINCE2 certification.
• Cloud certifications in Azure, AWS or GCP.

What we offer

• Open, diverse and inclusive culture encouraging personal growth and innovation.
• Outstanding learning, development and growth opportunities via structured training programs.
• Competitive remuneration package with healthcare, education support, leave benefits and more.