IT Service Manager

SUMMARY:
Become part of an innovative company with a reputation for breaking the mould and driving success in the healthcare industry by bringing on high-performing individuals with a positive, growth-oriented mindset to share in their ongoing achievements.

Lead the implementation of IT Service Management (ITSM) processes and tools to improve IT service quality, efficiency, and alignment with business needs.

POSITION INFO:
The ITIL ITSM specialist is a critical member of the IT team, responsible for managing the entire lifecycle of IT incidents. This includes initial triage, investigation, resolution, and prevention of recurrence. The role requires a strong understanding of ITIL best practices, excellent communication skills, and the ability to build strong relationships with both technical and non-technical stakeholders.

KEY RESPONSIBILITIES: (SUMMARY)

Process Management

• You’ll drive ITSM implementation plans, configuring tools and training IT staff to align with business needs. Collaborating with stakeholders, you’ll monitor progress, tackle risks, and support ongoing service improvements

• Assess and prioritize incoming incidents, diagnose root causes, implement timely solutions, and document all actions taken to ensure effective incident resolution.

• Conduct root cause analysis to uncover underlying issues, facilitate corrective actions to prevent recurrence, and monitor trends and progress in problem resolution.

• Coordinate, document, and communicate changes to minimize disruption, keeping stakeholders informed and building strong relationships. Focus on managing customer expectations and partnering with Service Request teams for smooth prioritization and timely updates.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years experience in IT service management or a related role.
• ITIL Foundation certification (preferred).

• Strong understanding of ITIL best practices and processes.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, both written and verbal.
• Ability to work effectively under pressure and manage multiple priorities.
• Proficiency with incident management and service desk tools.
• Understanding of Medical practice management and switching technology preferred
• Strong behavioural and leadership competencies.