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Job Summary
The IT Service Manager (ITSM) is responsible for ensuring high-quality, efficient, and reliable delivery of IT services across the organization, improving how IT delivers value, operates, and partners with the business. This role oversees ITIL-based service management processes—while driving continual improvement, automation, and a strong customer experience culture.The IT Service Manager acts as the bridge between Region IT technical teams, OU IT teams, and business users, ensuring IT services meet business needs, SLAs, and strategic objectives.
The role is part strategist, part delivery lead, and part change agent—focused on turning IT into a modern, efficient, and innovative digital enterprise.
Job Description
Key Accountabilities:
Service Delivery Leadership
- Partner with infrastructure, applications, and cybersecurity teams to maintain seamless end-to-end service delivery. Act as an IT Project Sponsor on key projects.
- Ensure timely and effective resolution of user issues and fulfillment of service requests.
- Partner with the IT service desk and escalation processes, ensuring consistent service quality.
IT Service Transformation and Ownership
- Lead initiatives to modernize IT service management (ITSM) and operational processes using ITIL, Lean, or Agile frameworks.
- Design, implement, and continuously improve ITSM processes in alignment with ITIL v4 best practices.
- Partner with IT service delivery teams on core processes such as problem, and request management with a focus on continuous improvement and customer facing activities
- Develop and maintain process documentation, workflows, and governance controls.
- Coordinate major incident response, root cause analysis, and post-incident reviews.
IT Modernization Strategy & Roadmap
- Partner with IT Management to define the IT modernization vision and roadmap.
- Identify transformation priorities such as legacy system replacement, and automation opportunities.
- Align IT transformation goals with enterprise business strategy and digital roadmap.
- Develop and grow key performance indicators (KPIs) and success metrics (e.g., deployment frequency, MTTR, system availability, user satisfaction).
Continuous Improvement Framework
- Plan, coordinate, and develop the continuous improvement framework across the Region NA IT organization.
- Conduct regular retrospectives with continuous improvement stakeholders to identify opportunities for process and service enhancements.
- Collect and consolidate survey results, KPIs, and feedback from all relevant continuous improvement stakeholders.
- Propose improvement measures to the MX IT Council and prepare/document continuous improvement-related decisions.
- Monitor the implementation of agreed measures, ensuring accountability and tracking progress.
- Lead service improvement plans and drive a culture of proactive problem-solving and innovation.
Customer & Stakeholder Experience
- Act as the primary point of contact for IT service performance and customer satisfaction.
- Build strong relationships with business units to understand evolving needs and pain points.
- Develop and report on customer experience metrics (e.g., CSAT, Net Promoter Score).
- Communicate service status, planned maintenance, and incidents effectively across the organization.
- Ensure a consistent, user-centered service experience across all IT touchpoints.
Governance, Reporting & Compliance
- Develop and present regular service performance reports and dashboards to IT leadership.
- Maintain compliance with IT policies, security requirements, and audit standards.
- Support IT risk management, business continuity, and disaster recovery planning.
Qualifications:
Minimum Experience
- Bachelor’s degree in Information Technology, Computer Science, or related discipline.
- 7+ years of experience in Application Lifecycle Management, IT operations, service management, or infrastructure support.
- At least 3 years in a supervisory or management capacity within IT services.
- Demonstrated experience implementing and optimizing ITIL processes.
- Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management,
- Service Orientation: Strong commitment to delivering high-quality, user-centered IT services.
- Leadership: Proven ability to lead and motivate cross-functional teams in a fast-paced environment.
- Analytical Thinking: Data-driven approach to identifying root causes and measuring performance.
- Process Excellence: Deep understanding of ITIL frameworks, process mapping, and continual improvement.
- Continuous Improvement: Experience in developing and executing continuous improvement initiatives, conducting retrospectives, and driving measurable change.
- Communication: Excellent verbal, written, and stakeholder communication skills.
- Technology Fluency: Working knowledge of IT infrastructure, cloud services, and end-user support technologies.
- Collaboration: Ability to partner effectively with technology, business, and vendor teams.
Certifications (Preferred)
- ITIL v4 Managing Professional or Intermediate Certification.
- COBIT, ISO 20000, or similar service governance certifications (asset).
- Project Management (PMP, PRINCE2, or Agile) a plus.
Benefits Overview
We offer competitive company benefits to eligible positions, such as :
- Medical, Dental, Vision Insurance
- Life Insurance and Disability
Voluntary Wellness Programs
- 401(k) and RRSP programs with Company Match
- Paid Vacation and Holidays
- Tuition Reimbursement
- And more!
Benefits may vary based on job, country, union role, and/or company segment. Please work with your recruiter or tk representative for applicable benefits information.
Disclaimer
This is to notify the general public that some individuals/entities are using the thyssenkrupp (“TK”) name, trademark, domain name, and logo without authorization. They are posing as employees, representatives, or agents of TK and its associated/group companies. These individuals/entities are fraudulently offering jobs online through texts, websites, telephone calls, emails, or by issuing fake offer letters. They are also soliciting jobseekers to deposit money in certain bank accounts or providing jobseekers with fraudulent checks to obtain banking information.
TK does not ask, solicit, or accept any monies in any form from candidates, job applicants, or potential jobseekers, who have applied to or wish to apply to TK, whether online or otherwise as a pre-employment requirement. TK bears no responsibility for money being deposited/withdrawn therefrom in response to such fake offers.
TK does not:
1. Send job offers from free email services like Gmail, Rediffmail, Yahoo mail, etc.;
2. Request payment of any kind from prospective jobseekers or candidates for employment;
3. Authorize anyone to collect money or agree to any monetary arrangement in return for a job at TK;
4. Send checks to job seekers; or
5. Make job offers through third parties. In the event TK uses professional recruitment services through a third party, offers are always made directly by TK and not by any third parties.
PLEASE NOTE:
1. TK strongly recommends that potential jobseekers do not respond to such fake solicitations, in any manner;
2. TK will not be responsible to anyone acting on an employment offer that is not directly made by TK;
3. Anyone making an employment offer in return for money is not authorized by TK; and
4. TK reserves the right to take legal action, including criminal action, against such individuals/entities.
TK follows a formal recruitment process through its own HR department and applications are evaluated by its HR department through pre-defined processes. Please visit our official careers website at https://jobs.thyssenkrupp.com/en to view authentic job openings at TK.
If you receive any unauthorized, suspicious, or fraudulent offers or interview calls, please email us at tkmna.employee.care@thyssenkrupp-materials.com.
We shall not accept any liability towards the representation made in any fraudulent communication or its consequences, and such fraudulent communication shall not be treated as any kind of offer or representation by TK or its group companies and affiliates.
