IT Service Manager

About the role

The IT Service Manager will lead end‑to‑end delivery and governance of IT infrastructure services across multiple sites, ensuring stable operations, SLA/KPI compliance and driving IT transformation initiatives. This senior position reports to VP‑level leadership and acts as the primary interface between business stakeholders, vendors and service partners.

Key responsibilities

• Lead delivery of End User Computing (EUC), HPE GreenLake, storage and network services.
• Manage remote IT infrastructure operations across all sites and ensure SLA/KPI adherence.
• Oversee incident, problem, change and service request management processes.
• Drive IT transformation projects, infrastructure modernization, optimization and standardization.
• Prepare and present Monthly Service Reviews and performance indicators to senior leadership.
• Mentor and develop a 15+ member multi‑skilled team and manage vendor performance.

Required profile

• 10‑12 years of experience in IT Service Management or Project Management.
• Strong background in multi‑site, manufacturing IT environments.
• Excellent communication, presentation and stakeholder management skills.
• Relevant degree (BE/BTech/BCA/BSc IT, MCA, MBA IT, MSc IT) or equivalent.

Required skills

• End User Computing (EUC)
• HPE GreenLake
• Storage and Network services
• Servers and overall IT infrastructure
• Incident, Problem, Change and Service Request Management