Job Description
Drive operational excellence as a Technical IT Service Management Lead at Manulife. This hybrid role focuses on improving service delivery across IT support and services.
As a pivotal member of the IT Service Management team, you will spearhead incident management and service fulfillment processes, optimizing the user experience. Collaborate with various stakeholders to establish clear performance metrics while promoting a culture of continuous improvement and team growth.
Key Responsibilities:
• Lead teams handling technical support and application services
• Ensure timely incident resolution within SLAs
• Collaborate to improve service reliability and performance
• Support automation initiatives to enhance efficiency
• Develop actionable insights from service metrics
Requirements:
• Minimum 5 years in IT support or service management
• 3+ years in a people management role
• Strong knowledge of ITSM best practices
• Experience in ticket-based platfo...
As a pivotal member of the IT Service Management team, you will spearhead incident management and service fulfillment processes, optimizing the user experience. Collaborate with various stakeholders to establish clear performance metrics while promoting a culture of continuous improvement and team growth.
Key Responsibilities:
• Lead teams handling technical support and application services
• Ensure timely incident resolution within SLAs
• Collaborate to improve service reliability and performance
• Support automation initiatives to enhance efficiency
• Develop actionable insights from service metrics
Requirements:
• Minimum 5 years in IT support or service management
• 3+ years in a people management role
• Strong knowledge of ITSM best practices
• Experience in ticket-based platfo...
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