IT Services Manager

IT Services ManagerBridgewater, New Jersey, United States$ 135,000.00 - 150,000.00 (US Dollar)About the Job IT Services ManagerWhat is the role?The IT Service & Infrastructure Operations Delivery Manager is responsible for ensuring seamless IT service delivery across all infrastructure operations, providing leadership in incident and escalation management, and upholding high standards of support. This role oversees end-to-end support processes, monitors key performance indicators, and collaborates with cross-functional teams to drive continuous improvement in IT service delivery.What will you do?IT Service ManagementDevelop, implement, and maintain IT service management (ITSM) frameworks and processes, ensuring alignment with best practices and industry standards (e.g., ITIL)Manage and continuously improve service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs)Oversee IT change, incident, and problem management processesProcess Improvement and OptimizationIdentify and implement best practices, automation, and process improvements to streamline infrastructure operationsConduct root cause analysis on recurring issues and execute process changesStandardize and document procedures for infrastructure managementInfrastructure OperationsLead daily operations of IT infrastructure, ensuring availability, stability, and scalabilityMonitor system performance, conduct regular audits, and perform maintenanceCollaborate with engineering, security, and architecture teams for system improvementsEscalation ManagementAct as primary escalation point for complex IT issuesDevelop and enforce escalation procedures for critical incidentsConduct root cause analysis for recurring incidents and escalationsSupport Delivery ManagementOversee multi-tiered support structure and manage support teamImplement continuous improvement initiatives to enhance support efficiencyProvide detailed reports on support operations performanceProject Management and Process InnovationLead infrastructure improvement projects and coordinate cross-functional teamsIdentify opportunities for automation and self-service solutionsStay current with emerging technologies and industry trendsBusiness Continuity and Disaster RecoveryDevelop, implement, and test disaster recovery and business continuity plansEnsure regular backups and redundancy mechanisms are in placeWhat skills are required?Partnership Skills: Cross-functional collaboration, vendor management, stakeholder engagementTechnical Skills: IT infrastructure components (servers, storage, networks, cloud), ITSM tools (ServiceNow, JIRA Service Desk), infrastructure monitoring tools, ITIL processes, data analysisAnalytical: Root cause analysis, performance metrics monitoring, process optimization, KPI managementLeadership: Team management, mentoring, escalation handling under pressure, change managementCommunication: Advanced written and verbal communication, customer service excellence, professional training and instructionCreative: Process innovation, automation solutions, self-service model developmentRequirement Gathering: Business needs assessment, SLA/OLA development, compliance requirements understandingWhat qualifications are required?Education: Bachelor's Degree (BA/BS) in Information Technology, Computer Science, or related field - RequiredExperience: 7+ years of IT experience or knowledge3+ years in IT Service Management2+ years in training, instructing, and/or mentoring2+ years in professional training or certification in Technical TrainingProven experience managing escalations, incident response, and IT infrastructure in fast-paced environmentsCertifications: PMP certification preferred (within 1.5 years)Track Record: Demonstrated success in ServiceNow roadmap ownership, automation and chatbot rollouts, service design, customer experience enhancements, and building scalable self-service modelsWhat type of person are we looking for?We seek a solutions-oriented professional who thrives under pressure and demonstrates exceptional problem-solving abilities. The ideal candidate is someone who takes ownership of the ServiceNow roadmap rather than just using it, and has a passion for automation and process improvement. You should be a natural leader who can motivate staff, create an environment where team members feel comfortable asking questions and voicing concerns, while maintaining the highest degree of professionalism in customer service delivery.We value someone with a clear career focus in IT Service Delivery or IT Operations, who can write SOPs, enhance processes, and develop ITSM workflows from the ground up. The ability to scale IT support across multiple geographies with standardized, repeatable processes is essential.What can you expect from us?Professional Development: Opportunities for continuous learning and career advancement in ITService Delivery and OperationsWork Environment: Collaborative, technology-forward culture that values innovation and process improvement 5 Star Global Recruitment Partners