The IT Service Management (ITSM) Manager is responsible for the ownership, execution, and continuous improvement of core ITSM processes, including Incident Management, Problem Management, Change Management, and Knowledge Management, delivered through ServiceNow. This role ensures service stability, operational discipline, and a consistent customer experience across the enterprise.

In addition, the ITSM Manager is accountable for Customer Satisfaction (CSAT) performance and Continuous Improvement Management using ServiceNow capabilities, driving data-driven insights and measurable service improvements. The role oversees 24x7 critical incident management through a third-party vendor, ensuring effective coordination, governance, and executive‑level communications during high‑ ‑impact events.

KEY RESPONSABILITIES: