We are seeking an experienced and highly organized ITSM & Capacity Manager to oversee both IT Service Management (ITSM) processes and capacity planning for our enterprise IT environment. This hybrid role is critical in ensuring the delivery of high-quality IT services, while also managing performance and resource planning to meet current and future business demands. The successful candidate will lead ITIL-aligned service management practices and proactively manage IT infrastructure capacity to maintain optimal performance, availability, and cost-efficiency.
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Responsibilities
- Lead and manage ITIL-based service management processes including Incident, Problem, Change, Request, and Release Management.
- Own the ITSM roadmap and ensure alignment with business goals and compliance standards.
- Oversee the ITSM toolset (e.g., ServiceNow, BMC, Cherwell), including process automation and reporting.
- Maintain SLAs/OLAs and ensure performance tracking and service reporting.
- Facilitate service reviews, drive continual service improvement (CSI) initiatives, and manage stakeholder expectations.
- Collaborate with IT and business teams to optimize service delivery and ensure consistent adoption of ITSM practices.
- Monitor and analyze infrastructure performance, usage, and trends across servers, networks, and cloud resources.
- Forecast future capacity requirements based on business growth, projects, and system changes.
- Identify bottlenecks, risks, and under/over-utilized resources; recommend proactive actions.
- Develop capacity plans to support project delivery, operational stability, and budget forecasting.
- Produce regular reports and dashboards showing key capacity and performance metrics.
Requirements
- Bachelor’s degree in a relevant field or equivalent combination of education and experience.
- Typically, 6+ years of relevant work experience in industry, with a minimum of 2+ years in an ITSM and capacity management role.
- Effective communication skills.
- In-depth knowledge of ITIL; ITIL Foundation certification required.
- Hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy) and capacity monitoring tools (e.g., SolarWinds, Nagios, Azure Monitor).
- Strong analytical, problem-solving, and stakeholder management skills.
- Ability to interpret technical data and present meaningful insights to both technical and business audiences.
- Proven experience in infrastructure technology management.
- Proficiencies in technical knowledge and teamwork.
- A continuous learner that stays abreast with industry knowledge and technology.
Other Qualifications
- An advanced degree in a relevant field is a plus.
- ITIL Intermediate or Managing Professional certifications.
- Experience in budget and cost optimization tied to capacity usage.
