Service Managers

The Service Manager is responsible for the entire development of IT Services as deemed necessary.

Location: YONDU HQ

Status: For Pooling

# of Positions Available: 1

Job Description
  • Coordinates process and policy designs
  • Selects and manages vendors as well as performance monitoring.
  • Develops, implements, and maintains BC/DR services.
  • Responsible for documentation and curation of support documentation for the IT services.
  • Develops and maintains an Up-to-Date Service Management Plan.
  • Updates Service Management Plan quarterly (and As Needed).
  • Performs Service Performance Management, Service Report Submission and Presentation, and Service
  • Availability Management.
  • Reviews current performance and comparing with SLAs and targets.
  • Conducts Incident Management, Transition Managemen, Change, and Problem Management.
  • Provides a well-defined management status reporting monthly.
  • Prepares Business Reports and maintains Contract & Vendor Management.
  • Performs Continuous Service Improvement (CSI) Plans.
  • Attends and participate in regular Client Meetings
  • Other job-related activities may be assigned from time to time.
Job Qualifications/Requirements
  • Education – At least graduate with a Bachelor’s Degree in IT, Computer Science, Management, or any related course.
  • Related Work Experience – At least 6-10 years of working experience in IT operations experience in systems and application management.
    • Experience in supporting and maintaining large, highly available infrastructure, applications, and services.
    • Experience maintaining cloud-based, virtualized, and containerized infrastructure and services.
    • ITIL Certified and AWS Certification is preferred
  • Knowledge – Knowledgeable in the following:
    • IT operations management
    • Change management
    • Software Development
    • Agile, SCRUM, DevOps,
    • Project Management
    • Systems Integration and Management, (e.g. cloud services, virtualized and containerized infrastructure)
  • Skills:
    • Must have a customer focus, interpersonal and communications skills to ensure consistent messages
    • are communicated to internal customers/stakeholders, able to work well in a team environment and
    • adhere to the highest ethical standard
    • Must have the ability to apply lateral thinking to issues and develop new and innovative solutions to
    • problems/target areas
    • Must have excellent problem-solving and analytical skills.
    • Must have solid relationship management and performance - management skills.
    • Must have exceptional written and oral communication skills, interpersonal Skills
    • Must have excellent presentation skills.
    • Must have excellent organizational and time management skills.
    • Must have passion for Service Improvement.
    • Must have the ability to multi-task and have attention to detail.
    • Must be adept to work in a fast-paced environment with tight SLAs.