Assistant Operations Manager

Role descriptionJob DescriptionRole: ITSM Manager - Data AnalyticsLocation: Onsite/ Ireland-DublinWho are we looking for?

We are looking for 10+ years’ experience in ITSM (IT Service Management) to manage the end-to-end delivery, design, and support of IT services, ensuring to align with business needs using frameworks like ITIL.

Technical Skills:

• 10+ years of experience in ITSM to manage designing, implementing, and improving ITIL-based processes such as incident management, change management, and service requests.
• Well versed in ServiceNow IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM) capabilities
• Strong understanding of ITIL methodologies, ServiceNow/Jira tools
• Strong communicator who can collaborate effectively with technical and non-technical stakeholders
• Communication skills, especially for explaining technical concepts to nontechnical business leaders
• Strong business acumen and the ability to translate complex data into clear recommendations
• Ability to work on a dynamic, research-oriented team that has concurrent projects
• Should have experience with cloud platforms like AWS, Azure, and GCP
• Professional certification in ITIL preferably
• Experience in Insurance domain preferableKey Responsibilities and Skill

• Implementing incident, change, and problem management processes, optimizing service performance, and improving user experience. 
• Designing, implementing, and improving ITIL-based processes such as incident management, change management, and service requests.
• Monitoring service delivery against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• Configuring and maintaining ITSM platforms (e.g., ServiceNow) to automate workflows and enhance reporting
• Leading, analyzing, and resolving IT incidents and service requests to minimize downtime.
• Driving initiatives to increase efficiency and reduce costs in IT operations. 
• Partner with stakeholders across product, design, engineering, and finance to uncover insights and support strategic initiatives
• Develop clear reporting and dashboards to drive performance visibility and accountability across teams
• Conduct in-depth analyses to evaluate feature usage, business performance, and customer behavior

Qualification:

• Somebody who has at least 10+ years of work experience who has played ITSM manager role.
• Bachelor’s degree (or equivalent) in computer science, information technology, engineering, or related discipline
• Education qualification: Any degree from a reputed college