IT Service Management Manager

Position: IT Service Management Manager at Manulife
Lead service improvement initiatives as the IT Service Management Manager s hybrid leadership role emphasizes operational excellence and people management, driving performance across applications.

In your role at Manulife, you will manage incident resolution and enhance service delivery excellence. This position requires collaboration across teams to ensure alignment with organizational goals. Your leadership will guide a multi-disciplinary team towards efficient incident handling while promoting a culture of continuous learning and data-driven decision-making.

Key Responsibilities:

• Lead incident resolution and service request processes

• Foster a cooperative culture within the team

• Analyze system trends and service issues proactively

• Champion continuous improvement initiatives

• Ensure accurate documentation and SLA adherence

Requirements:

• 5+ years in IT service delivery or management

• 3+ years in a technical leadership role

• Deep understanding of ITSM methodologies and tools

• Strong ability to manage KPIs and metrics

• Excellent communication skills bridging technical gaps

Enhance operational resilience and drive impactful service management solutions at Manulife.
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