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ZealogicsITSM Manager - Fully Remote Opportunity
Zealogics offers a fully remote opportunity for an ITSM Manager to oversee service management processes, policies, procedures, and guidelines in a multi-cultural and multi-vendor setting. This…
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About This Role
Zealogics offers a fully remote opportunity for an ITSM Manager to oversee service management processes, policies, procedures, and guidelines in a multi-cultural and multi-vendor setting. This position suits an autonomous professional who can lead cross-functional, interdisciplinary teams and engage effectively with senior leadership, executives, business personnel, and IT operations staff. The role involves leveraging data analytics to evaluate process health, find gaps, and propose actionable improvements while embracing artificial intelligence…
Job Description
Zealogics offers a fully remote opportunity for an ITSM Manager to oversee service management processes, policies, procedures, and guidelines in a multi-cultural and multi-vendor setting. This position suits an autonomous professional who can lead cross-functional, interdisciplinary teams and engage effectively with senior leadership, executives, business personnel, and IT operations staff. The role involves leveraging data analytics to evaluate process health, find gaps, and propose actionable improvements while embracing artificial intelligence and automation to drive efficiency and enhance service delivery.
The successful candidate will collaborate with multiple country locations, Operations, Product, and Development teams to align tactical and strategic goals. This position requires strong leadership, exceptional major incident communication capabilities, and sound decision-making under pressure. Individuals who thrive in an environment emphasizing customer service, independent judgment, and thorough attention to detail will find this role a strong fit.
Responsibilities
- Manage service management processes, policies, procedures, and guidelines
- Lead and motivate cross-functional, interdisciplinary teams toward tactical and strategic goals
- Communicate with Operations, Product, Development teams, management, and business personnel
- Engage and brief senior leadership and executives
- Handle major incidents with strong communication and decision-making skills under pressure
- Analyze reports to assess process health, identify gaps, and recommend actionable improvements
- Identify and implement automation and artificial intelligence opportunities to improve ITSM efficiency
Requirements
- Knowledge of industry standards related to ITIL, Lean Six Sigma, ISO 20000, and DevOps
- Understanding of cloud technologies, primarily Microsoft Azure and Google Cloud Technologies
- Familiarity with Agile, Scrum, and DevOps approaches
- Experience managing service management processes, policies, procedures, and guidelines
- ITIL Certification
- Minimum 8 years of experience in IT Service Management, with at least 4 years of professional experience specifically in IT Service Management
- Familiarity with ITSM platforms such as ServiceNow
- High proficiency in English, both spoken and written
- Experience working in multi-cultural and multi-vendor environments
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, a related discipline, or equivalent professional experience
- ITIL Managing Professional certification
- Practice Manager certification
Core Skills
Frequently Asked Questions
Is this position remote?
Yes, this is a fully remote opportunity.
What is the employment type?
The posting specifies that this is a full-time employment opportunity.
What certifications are required for this role?
An ITIL certification is required. Certifications like ITIL Managing Professional or Practice Manager are noted as a plus.
What is the salary for this position?
The source posting does not specify the salary for this role.
Sample Interview Questions
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