ITservicemanager

ITservicemanager, often written as IT Service Manager, is a professional role within the IT service management (ITSM) function. The role centers on planning, delivering, and continually improving IT services to meet business needs. IT service managers typically work within established frameworks such as ITIL or ISO/IEC 20000 and oversee the end-to-end service lifecycle, including strategy, design, transition, operation, and continual improvement.

Core responsibilities include defining and maintaining service levels (SLA/OLA), managing the service catalog and service portfolio, and monitoring service performance. They coordinate incident, problem, and change management activities, ensuring rapid restoration of services, minimizing impact, and implementing changes with minimal risk. Financial and vendor management, capacity planning, availability and continuity planning, risk assessment, and compliance with governance standards are also common duties. Reporting to senior IT leadership, the IT service manager collaborates with service desk teams, infrastructure and application owners, security, and business stakeholders to align IT services with business objectives.

Key skills for the role include strong communication and stakeholder management, leadership and teamwork, analytical thinking, and a solid understanding of ITIL/ITSM practices. Proficiency with ITSM tools (for example, ticketing and service management platforms) and basic project management is typical. Relevant certifications include ITIL Foundation and higher (ITIL 4), ISO/IEC 20000 practitioner/lead implementer, and project management credentials.

The IT service manager works across industries and company sizes, from enterprise environments to managed service providers, adapting processes to organizational maturity and regulatory requirements. See also ITIL, ITSM, Service Level Agreement, and Change Management.