ITSM Manager
Glocomms is partnering with a rapidly growing technology organization to hire an ITSM Manager who will lead and mature their service management capabilities.
Overview
The ITSM Manager will be responsible for defining, implementing, and overseeing the practices that ensure reliable operations across the organization. This role ensures service disruptions are addressed quickly, underlying causes are identified and resolved, and continuous improvements strengthen overall service delivery. You will own the full lifecycle of both reactive and proactive service restoration.
Responsibilities
- Serve as the primary escalation point and leader for all major incident response efforts
- Coordinate cross‑functional technical teams to ensure rapid service restoration
- Develop, refine, and maintain incident and problem management processes
- Lead root cause analysis to eliminate recurring issues and drive long-term remediation
- Maintain comprehensive documentation of known issues, workarounds, and solutions
- Analyze incident trends and operational data to identify systemic issues and improvement opportunities
- Partner with engineering teams, service owners, and change management to implement preventive measures
- Deliver regular reporting on performance metrics such as MTTR, SLA adherence, and incident trends
Requirements
- Bachelor's degree or equivalent professional experience
- 5+ years of experience in service management with ownership of incident and/or problem management
- Proven experience managing major incidents in high‑availability or mission‑critical environments
- Hands‑on experience working with ITSM platforms (e.g., Jira Service Management or similar tools)
- Atlassin Suite Experience
- Strong understanding of the incident lifecycle, service restoration processes, and escalation pathways
- Demonstrated experience performing root cause analysis and driving long‑term corrective action
- Ability to interpret operational data and identify meaningful trends
- Excellent communication skills and the ability to collaborate across technical and nontechnical teams
- ITIL certification or equivalent experience preferred
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