Position Title

Manager, Enterprise Service Management   

Reporting To

Senior Manager, IT Service Delivery

Position Summary

To lead and manage all IT Service Management (ITSM) functions across the organization, including Incident, Problem, Change, and Release Management. The role is responsible for ensuring full utilization of ITSM tool capabilities to deliver consistent, high-quality support to users, safeguarding the company’s interests through effective governance, policy enforcement, and process improvements. This includes providing timely ITSM reporting to management, driving continuous service enhancements, and evaluating or implementing new ITSM solutions as needed to meet business objectives.

Key Accountabilities

• Lead the administration, optimization and continuous enhancement of the Enterprise IT Service Management (ITSM) platform to ensure effective utilization of system capabilities and alignment with business and operational requirements.


• Develop, implement and enforce governance, policies, standards and procedures for Incident, Problem, Change and Release Management to ensure service stability, compliance and operational excellence.


• Monitor and drive ITSM process performance through service reviews, trend analysis, root cause identification and continuous improvement initiatives to improve service quality and operational efficiency.


• Oversee ITSM reporting, dashboards and service performance metrics, providing timely insights and recommendations to management to support operational and strategic decision-making.


• Collaborate with internal stakeholders, business units, vendors and technology teams to ensure effective service delivery, resolve service issues, and continuously enhance user experience.


• Evaluate, recommend and implement new ITSM tools, automation capabilities and best practices to improve service management maturity, productivity and business value.


• Lead, guide and develop the Enterprise Service Management team, ensuring effective resource planning, capability development and delivery of departmental objectives.


• Ensure compliance with IT governance, regulatory requirements, audit recommendations and organizational policies while safeguarding the integrity, availability and reliability of IT services.

Qualifications and Years of Experience

• Degree in Information Technology, Computer Science, Business Administration, or a related field.

• 10 years in relevant experience in IT Service Management.   

Areas of Experience

• In-depth knowledge of ITIL framework, ITSM processes, and governance standards


• Strong expertise in ServiceNow platform administration, development, and reporting


• Excellent leadership, stakeholder management, and communication skills.


• Ability to drive IT and business process improvements and implement best practices in a dynamic environment  

Personality Traits

1. Team player


2. Independent


3. Strong Leadership