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IT Service Manager & User Experience Advocate

This role is 100% on-site in our Carmel, IN office.

The IT Service Manager & User Experience Advocate (IT Service Manager) is a highly motivated and customer-focused Service Management Professional who will also serve as the End User Advocate within our organization. This individual is responsible for ensuring that information technology services are efficiently managed and continually improved, while also representing the voice of the end user to guarantee the best possible experience. The IT Service Manager will work closely with both internal teams and end users, ensuring that services meet or exceed user expectations and align with business objectives.

KEY RESPONSIBILITIES

Service Management

1. Oversee and manage the full lifecycle of services, from design through implementation and ongoing delivery.
2. Ensure that services meet agreed-upon service level agreements (SLAs) and key performance indicators (KPIs).
3. Develop and refine processes for incident, problem, change, and request management, ensuring smooth, efficient operations.
4. Coordinate and communicate with service teams to ensure the seamless delivery of services to users.
5. Identify opportunities for service improvement, and efficiency gains while maintaining service quality.

End User Advocacy

1. Act as the voice of the end user within service management processes, ensuring that the user experience is prioritized at all stages.
2. Gather and analyze user feedback, pain points, and satisfaction metrics to inform service improvements.
3. Advocate for user needs during service design, implementation, and ongoing service delivery.
4. Work with technical teams to translate user feedback into actionable improvements and enhancements.
5. Serve as the liaison between end users and the IT service management team to ensure that user concerns are addressed promptly and effectively.
6. Collaborate with cross-functional teams (e.g., IT, product development, customer support) to ensure service delivery is aligned with user needs.
7. Regularly communicate with end users to gather insights and keep them informed about service updates, changes, and improvements.
8. Lead user satisfaction surveys, focus groups, or interviews to better understand user needs and expectations.

Reporting & Analysis

1. Monitor and report on service performance, user satisfaction, and incident resolution times.
2. Provide insights and recommendations to management based on end-user feedback and service performance data.
3. Maintain detailed documentation on user feedback, service performance metrics, and improvement initiatives.

PHYSICAL DEMANDS

1. Must be able to sit or stand for extended periods of time and interact with computers, telephone and other electronic media.

QUALIFICATIONS

1. Bachelor’s Degree in Information Technology, Computer Science, or a related field required.
2. Minimum of 5 years of experience in IT service management or a related field, preferably with a focus on service delivery and continuous improvement.
3. Previous experience working directly with end users, gathering feedback, and advocating for user needs.
4. Proven track record of implementing and managing service management processes (e.g., ITIL, ITSM).
5. ITIL certification or similar service management certifications (preferred).
6. Ability to work independently, as well as part of a team, on multiple projects.

PERSONAL ATTRIBUTES

1. Passionate about delivering excellent service and improving the user experience.
2. Strong interpersonal skills and ability to work collaboratively in a team-oriented environment.
3. Detail-oriented and proactive in identifying and solving problems.
4. Comfortable working in a fast-paced, dynamic environment with a focus on continuous improvement.
5. Excellent written and oral communication, and decision-making skills.
6. Self-motivated, self-directed, personally accountable, and operate with a sense of integrity.
7. Demonstrate critical thinking and problem-solving skills with ability to effectively prioritize and execute tasks in a high-pressure environment.

KNOWLEDGE & EXPERIENCE

1. Strong communication skills with the ability to effectively interact with users, technical teams, and leadership.
2. Ability to balance user needs with operational requirements and service management constraints.
3. Critical thinking and problem-solving skills to address user concerns and improve service offerings.
4. Familiarity with service management tools, user experience strategies, and customer satisfaction measurement.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Food and Beverage Retail