IT manager

Responsibilities:

IT Service Management

• Act as the primary point of contact for all interactions with Global IT
• Coordinate and facilitate collaboration with Global IT teams across regions
• Manage and track SLA and KPI performance, ensuring service targets are met
• Oversee ITSM processes, including:
  Ticket management
  Change management
  Incident management
• Prepare and deliver monthly operational and service performance reports

Vendor & Service Provider Management

• Manage relationships with IT vendors and service providers
• Oversee service delivery quality and contractual adherence
• Support Request for Quotation (RFQ) processes
• Develop and review Statements of Work (SOWs)
• Ensure cost-effective and compliant vendor engagements

Project & Operational Planning

• Provide small-scale project management (PMO) support for IT initiatives
• Support IT-related separation or transition projects, as required
• Plan and coordinate:
  Device refresh cycles
  Office relocations
  IT support for business changes and expansions

Governance, Security & Compliance

• Ensure adherence to IT governance, security policies, and standards
• Support compliance activities, audits, and audit responses
• Manage and oversee Privileged Access Management (PAM), including:
• Just-In-Time (JIT) access controls
• Secure access governance

Required Skills & Competencies:

• Strong understanding of IT Service Management frameworks (e.g., ITIL)
• Experience working with global, distributed IT teams
• Proven vendor and service provider management capabilities
• Solid knowledge of IT governance, security, and compliance principles
• Hands-on experience with ticketing systems, SLA/KPI tracking, and reporting
• Project coordination or small-scale PMO experience
• Excellent communication skills in a cross-functional, multicultural environment

Preferred Qualifications:

• Experience in multinational or regional IT operations
• Familiarity with enterprise identity and access management tools
• Experience supporting business transformations, separations, or relocations