Senior IT Service Manager / Major Incident Manager

Senior IT Service Manager / Major Incident Manager

There's no secret to become number-one, it takes willingness to improve and determination to pursue it. At GRiT®, it’s all about the journey getting there. We trust talent and intelligence are important, yet passion and perseverance are key to achieving any goal.

We are Tech Passionate People with a Purpose, delivering solutions while building strong long-term relations.

Recognizing each person’s unique contribution to our collective success, we embrace inclusion and diversity, committed to creating a respectful and socially responsible environment.

People. Technology. Innovation. All-around it.

Are you GRiTTY enough to be part of our journey? Take the first step by applying now and let’s create our future together.

Must-Have:

• Proven experience in IT Service Management, with at least 6 years of experience, including 3+ years dedicated to Incident Management / Major Incident Management in critical environments  
• Strong experience coordinating Major Incidents end-to-end, including leading war rooms and managing incident resolution under pressure  
• Solid knowledge of ITIL v3/v4 practices, with ITIL Foundation certification (mandatory)  
• Strong experience with ITSM processes, including Incident Management, Problem Management, Change Management, Release Management, and Service Level Management  
• Experience defining, monitoring, and reporting SLAs and KPIs, ensuring service quality and continuous improvement  
• Proven ability to coordinate cross-functional technical teams and manage priorities in high-pressure environments  
• Strong stakeholder management and communication skills, with the ability to communicate effectively with both technical and business audiences  
• Experience performing Root Cause Analysis (RCA) and identifying recurring incidents, driving improvements through Problem Management  
• Hands-on experience with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or equivalent platforms  
• Strong analytical and problem-solving skills, with the ability to work in complex, mission-critical environments  
• Fluency in English (minimum B2 level)  

Would be great if you have: 

• Advanced ITIL certifications (Intermediate or Managing Professional)  
• Experience coordinating or providing functional leadership to small operational teams  
• Experience contributing to continuous improvement initiatives, including process optimization, reporting, communication models, and escalation runbooks  
• Experience working in 24/7 operations, mission-critical environments, or the banking/financial sector  
• Knowledge of Event Management and Service Desk processes  
• Experience working in structured delivery environments and cross-functional teams  
• Academic background in Computer Science, Information Systems, Engineering, or a related field (valued) 

What’s in it for you:

• Advanced ITIL certifications (Intermediate or Managing Professional)  
• Experience coordinating or providing functional leadership to small operational teams  
• Experience contributing to continuous improvement initiatives, including process optimization, reporting, communication models, and escalation runbooks  
• Experience working in 24/7 operations, mission-critical environments, or the banking/financial sector  
• Knowledge of Event Management and Service Desk processes  
• Experience working in structured delivery environments and cross-functional teams  
• Academic background in Computer Science, Information Systems, Engineering, or a related field (valued) 

#TechWithPassion - Fuel your fire, join our tech tribe!

Apply here: https://grit-solutions.key.work/jobs/opportunity/494