Service Manager

About the role

The Service Manager will oversee daily operations of the JustCase services, ensuring uninterrupted service delivery. This role acts as the primary liaison between business stakeholders, ICT teams, and external suppliers, driving continuous improvement across the service landscape.

Key responsibilities

• Manage daily operations of JustCase services and guarantee service continuity.
• Coordinate Service Desk activities across L1, L2, and L3 support teams.
• Implement and maintain ITIL processes such as Incident, Problem, Change, and Request Management.
• Monitor, prioritize, and follow up on incidents, bugs, and service requests.
• Oversee controlled software releases and coordinate change activities.
• Track SLA and KPI performance, preparing regular operational reports.
• Serve as the operational point of contact for business units, ICT teams, and suppliers.
• Lead continuous service improvement initiatives and maintain up‑to‑date operational documentation.

Required profile

• 1–4 years of experience in IT support, service management, or service desk environments.
• Good understanding of IT Service Management principles.
• Basic knowledge of ITIL processes.
• Strong analytical, organizational, and communication skills.
• Proactive, structured, and solution‑oriented mindset.

Required skills

• ITIL