Job Specifications
IT Service Manager
Role Overview
The IT Service Manager is responsible for ensuring high levels of customer satisfaction through the effective delivery and continuous improvement of managed IT services. This role partners closely with senior IT leadership and business stakeholders to align technology services with organizational strategy, while leading service delivery teams, managing risk, and driving operational excellence.
Key Responsibilities
Own overall service delivery accountability and ensure exceptional customer experience across managed IT services
Partner with senior IT executives and leadership to help shape and execute IT strategy and long-term technology direction
Engage with business and executive stakeholders to align IT services with strategic business objectives and initiatives
Lead, coach, and manage service delivery, support, and engineering teams to ensure consistent and reliable outcomes
Conduct regular service reviews and business status meetings to understand short- and long-term client needs
Develop, present, and execute annual technology roadmaps, operating plans, budgets, and performance reporting
Identify and communicate risks related to compliance, cybersecurity, network security, and regulatory requirements
Proactively identify opportunities to leverage technology to improve operational efficiency and business processes
Act as a customer advocate by managing expectations, escalating issues appropriately, and driving service improvements
Provide technical leadership and guidance to resolve complex issues and support incident and problem management
Educate stakeholders on relevant technology trends and industry best practices
Oversee multiple concurrent initiatives and ensure projects are delivered on time and within scope
Manage vendor relationships, including contract negotiation, performance oversight, and service accountability
Ensure strong governance through adherence to ITIL, Agile, and project management best practices
Collaborate effectively with cross-functional partners including Legal, Risk, Operations, Compliance, and Internal Audit
Maintain clear, professional communication across all internal and external interactions
Personal Attributes
Structured, analytical problem solver with strong communication and decision-making skills
Proactive, self-motivated, and accountable, with a strong sense of ownership
Able to prioritize effectively in high-pressure and fast-paced environments
Flexible with work hours as required to support critical initiatives and service delivery needs
Willingness to travel regionally and internationally for service delivery or governance meetings
Required Skills & Qualifications
Prior experience in a Managed Services Provider (MSP) or IT consulting environment
Strong technical foundation combined with sound business judgment and leadership capability
Experience managing large-scale production support engagements across application and infrastructure environments
Demonstrated experience with major incident management and service recovery
Proven ability to manage complex application portfolios and enterprise technology stacks
Strong project management experience, including budgeting, resource planning, and execution
Excellent organizational skills with exceptional attention to detail
Ability to manage and coordinate multiple priorities simultaneously
Proven ability to create and maintain clear documentation, policies, processes, and procedures
Broad operational IT experience, preferably within a public or highly regulated company
Comfortable operating in fast-paced, technology-driven environments
Data-driven mindset with a focus on metrics, continuous improvement, and outcomes
Experience
10+ years of relevant experience in enterprise application, infrastructure, and/or multi-cloud environments preferred
Education
Bachelor’s degree required (Computer Science, Engineering, or a related technical field preferred)
About the Company
Synergy Interactive is a Digital Recruiting Agency located in Union Square, NYC, Orlando, FL, and Nashville, TN. At Synergy Interactive, we not only speak your language, we see it, we hear it and we understand it. We are always evolving by seeking out "what's next" in terms of the latest trend or breakthrough in the digital world. We are The Digital Talent Experts and we specialize in the recruitment of today's most in-demand professionals across a few specialized areas including Creative, Digital, Mobile, Production, Techni...
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