Responsibilities

The IT Service Manager will prepare regular reports on service delivery performance and maintain accurate documentation of processes and procedures, report on Application performance and hold teams accountable for meeting Application SLAs, develop and manage operational metrics for the technology organization, own Problem Management within the Application teams, build and maintain strong relationships with clients, ensuring their satisfaction with the services provided, perform key vendor management tasks, support key IT initiatives and projects, participate in strategic planning activities, continuously identify opportunities for improving service delivery processes, assist management with planning and ongoing management of departmental budgets, develop and maintain purchase and replacement plans for software, and track IT expenses while managing to budget.