Windows Service Manager (Hybrid)

Overview:

We are seeking a Windows Service Manager to oversee the design, delivery, and lifecycle management of Windows (workplace) services. This role ensures services meet business needs, adhere to agreed requirements, and drive continuous improvement. The successful candidate will act as a service expert, manage operations, and support service transitions in a dynamic environment.

Key Responsibilities:

• Manage and deliver IT services aligned with contractual obligations and business objectives.
• Oversee service performance, implement process standards, and drive continuous improvement.
• Coordinate SLA/OLA reviews, service catalog updates, and infrastructure service provisioning.
• Handle escalations, issue resolution, and ensure IT security compliance.
• Support change management, training, and knowledge sharing processes.

Requirements:

• Bachelor’s Degree in Computer Science, IT, or related field.
• 3–4 years of experience as a Service Manager in IT (workplace management experience is a plus).
• ITIL Certification and working knowledge of service management frameworks.
• Proficiency in IT infrastructure, applications, and macOS device management.
• Strong communication, problem-solving, and stakeholder management skills.
• Fluency in English (speaking, reading, and writing); Agile/Lean certification is a plus.

Bonus Responsibilities (Scrum Master Focus):

• Facilitate Scrum ceremonies and coach teams on agile principles.
• Drive transparency, risk management, and alignment with business objectives.
• Certified Scrum Master (e.g., PSM 1/2 or CSM) with 2–5 years of experience.
• Knowledge of SAFe and hybrid environments is a plus.