Senior IT Manager – Service Management Expert
4 weeks ago
Job Overview
We are seeking an experienced Senior IT Manager to lead our Service Management team in Luxury Retail, Regional. This is a critical role that requires a strategic thinker with exceptional leadership skills and technical expertise.
About Classy Wheeler Limited
As a leading luxury retail corporation, we pride ourselves on delivering exceptional customer experiences through innovative technology solutions. Our global presence requires a seamless and integrated service management approach, ensuring our customers receive the best possible support.
Salary Range: $140,000 - $160,000 per year
Job Description:
- Develop and execute a comprehensive service strategy that aligns with our business objectives.
- Provide expert leadership to the Service Management team, driving process improvements and efficiency gains.
- Maintain strong relationships with internal stakeholders, including country IT teams, to ensure aligned service delivery.
- Collaborate with vendors to negotiate service level agreements (SLAs) and operation level agreements (OLAs).
- Ensure service levels meet or exceed desired business outcomes, minimizing disruptions and maximizing customer satisfaction.
- Manage key performance indicators (KPIs) for vendor groups, promoting continuous improvement and innovation.
- Coach and develop high-performing team members, fostering a culture of excellence and accountability.
- Analyzing data to make informed decisions and drive business growth.
- Development of incident and service reports to improve future services.
Requirements:
- Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.
- 15+ years of relevant experience, with at least 8+ years in service management.
- A minimum of 3 years of proven team leadership experience managing highly technical staff.
- PMP or Prince2 certification, with ITIL Service Manager preferred.
- Strong communication and interpersonal skills, with ability to communicate effectively with executive-level stakeholders.
- Experience reviewing OLAs and developing SLAs.
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