IT Service Manager

The IT Service Manager ensures effective delivery of IT Service Management to internal customers. This includes managing outsourced infrastructure service providers and acting as line manager for local IT managers at two sites. Key responsibilities involve overseeing contracts, monitoring vendor performance, resolving escalations, and driving service improvements. The role also includes strategic alignment of services with business goals and managing costs and risks. Additionally, the IT Service Manager owns core ITSM processes—incident, problem, change, service request, and asset management—ensuring quality execution and leading major incident response. You will also support and guide local IT managers in their daily operations.

What you’ll do

Service Provider Management (40%)

• Monitor vendor performance and manage service level agreements
• Act as the main contact for escalations and service issues
• Oversee contracts, costs, and compliance with service providers
• Identify and mitigate risks in outsourced service delivery

Operational Management (40%)

• Lead incident, problem, change, and asset management processes
• Ensure accurate service tracking and resolution across ITSM tools
• Host change advisory board meetings and manage major incidents
• Support project transitions into daily operations

Process & Service Improvement (10%)

• Drive service improvements and optimize ITSM tools and processes
• Align service providers with internal IT and business needs

Team Leadership (10%)

• Support and coach local IT managers in daily operations
• Foster a culture of customer focus and continuous learning

What you’ll need

• Proven experience in IT service and vendor management
• Strong knowledge of ITSM processes and tools
• Experience leading teams and coaching IT professionals
• Excellent communication and problem-solving skills
• Ability to manage service delivery in a hybrid (outsourced) environment
• Familiarity with ISO and JSOX compliance standards

Why you should apply

• You’ll join a global healthcare leader committed to innovation and quality
• You’ll work in a collaborative, forward-thinking IT environment
• You’ll have the opportunity to shape infrastructure strategy and delivery
• You’ll be part of a team that values growth, learning, and customer focus