IT Service Manager (maternity leave cover)

Summary 

This is a temporary position to cover maternity leave. 

We are looking for a motivated individual to join our team. We are looking for someone with excellent communication and stakeholder management skills and experience in implementing and optimizing IT service management tools. 

Responsibilities 

• Ensure that JIRA Service Management, JIRA Software and Confluence align with ITIL best practices as outlined by the appropriate practice owners.
• Develop and implement IT service management strategies aligned with organizational goals.
• Drive continuous improvement initiatives to enhance the quality and efficiency of IT services.
• Implement and promote knowledge management practices.
• Develop and maintain a knowledge base for IT support, documenting solutions, and best practices.
• Facilitate knowledge sharing among team members and promote a culture of continuous learning.
• Develop and maintain a comprehensive IT service catalog.
• Ensure that services are well-defined, documented, and meet the needs of end-users and stakeholders.
• Manage the incident and problem resolution processes, including root cause analysis and preventive measures.
• Implement and maintain effective incident and problem management workflows.
• Lead the change management process to assess and approve changes in the IT environment.
• Ensure that changes are implemented with minimal impact on services and operations.
• Establish and manage service level agreements (SLAs) to meet or exceed customer expectations
• Monitor and report on service performance, making recommendations for improvement
• Develop and maintain key performance indicators (KPIs) for IT service management.
• Generate regular reports for leadership, highlighting performance metrics and areas for improvement.
• Lead and mentor a team of IT service management professionals.
• Foster a culture of collaboration, accountability, and continuous learning. 

Requirements 

• 5+ years of experience as a technologist
• 2+ years of management experience in organizing, planning, and executing large-scale projects from conception through implementation.
• Strong interpersonal skills with a focus on customer service.
• Self-motivated and excellent time management and organizational skills.
• Experienced working with the JIRA ticketing system.
• Solid understanding of Windows, Office 365, networking, video conferencing, and AV system.
• Good communication and presentation skills, both in Serbian and English. 

Preferred Qualifications 

• Bachelor’s degree in information technology, Computer Science, or a related field.
• MCITP is a plus but not required.
• Experience of Incident, Problem, and Change Management processes in line with ITIL best practice.
• ITIL certificate is preferred. 

We are offering

• Good compensation package - Competitive € salary plus attractive benefits 
• Development opportunities
• Ability to work with a highly skilled team of engineer.
• Challenging but also very friendly and fun working environment
• And much, much more... 

About Telesign 

Telesign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today’s unique customer challenges by bridging businesses to the complex world of global telecommunications. 

Telesign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation. 

Telesign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics. 

About Proximus Global

Proximus Global, combining the strengths of Telesign, BICS, and Route Mobile, is transforming the future of communications and digital identity. Together, our solutions fuel innovation across the world’s largest companies and emerging brands. Our unrivalled global reach empowers businesses to create engaging experiences with built-in fraud protection across the entire customer lifecycle.

Our comprehensive suite of solutions – from our super network for voice, messaging, and data, to 5G and IoT; and from verification and intelligence to CPaaS for personalised omnichannel engagement – enables businesses and communities to thrive. Reaching over 5 billion subscribers, securing more than 180 billion transactions annually, and connecting 1,000+ destinations, we honour our commitment to connect, protect and engage everyone, everywhere