Service Manager

5 days ago

Karachi, Sindh, Pakistan Inbox Business Technologies Full time 120,000 - 180,000 per year

Inbox Business Technologies is looking for a highly skilled and experienced Service Manager to lead project operations and ensure the efficient delivery of managed IT services. The ideal candidate will have a strong background in IT Service Management (ITSM), proven expertise in ITIL practices, and hands-on experience with ITSM tools such as ServiceNow.

Responsibilities
  • Lead day-to-day operations of IT service delivery in line with ITIL standards.
  • Oversee and manage service requests, incidents, changes, and asset management processes.
  • Ensure effective IT Asset Management, including Fixed Asset Register (FAR), CMDB maintenance, and lifecycle management.
  • Collaborate with internal and external stakeholders to maintain high service quality and adherence to SLAs.
  • Manage and resolve conflicts, prioritize tasks, and ensure timely delivery of services and projects.
  • Build and maintain strong customer relationships and act as a point of escalation for service-related issues.
  • Drive continuous improvement in service delivery and support performance.

Requirements

  • Bachelor's degree in Computer Sciences or higher
  • 5+ Years of experience in relevant field
  • Proficient in ITSM tools (ServiceNow/SNOW preferred)
  • Strong understanding of ITIL processes and ITSM standards
  • Hands-on experience with Request, Incident, Change, and Asset Management, IT Asset Management (FAR, CMDB), and IT Lifecycle Management
  • Strong project management capabilities, including planning, execution, and delivery
  • Excellent verbal and written communication skills
  • Strong leadership and people management skills
  • Effective customer relationship management
  • Effective time management and conflict resolution abilities.
  • SLA management skills
  • Certification/Training preferred: ITIL V4, PMP

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