Are you an experienced IT service manager with a passion for driving stability, performance, and continuous improvement across enterprise platforms? Do you thrive on leading ITSM processes, managing vendors, and ensuring business-critical systems run seamlessly? If so, this Senior Digital Platforms Service Manager role could be your next big step.
What is Expected of You
- Establishing and leading ITSM processes for the SCMS and RMS platforms, ensuring alignment with MFSA’s policies and industry best practices.
- Overseeing day-to-day operations of the platforms, ensuring stability, performance, and availability meet service expectations.
- Defining and monitoring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the platforms and reporting regularly to stakeholders.
- Coordinating and managing incidents, service requests, problems, and changes to minimise disruption to business operations.
- Driving proactive problem management, root cause analysis, and permanent resolution of recurring issues.
- Ensuring configuration and release management processes are documented and consistently followed.
- Collaborating with business and technical teams to plan, test, and deploy platform updates, enhancements, and fixes.
- Supporting the transition of new platform functionality from project delivery into ongoing service operations.
- Developing and maintaining platform documentation, including operating procedures, support materials, and knowledge base articles.
- Acting as the main point of contact for vendors delivering support and maintenance services for the platforms, ensuring performance and compliance with contractual obligations.
- Promoting a culture of continuous improvement in service delivery, identifying and implementing enhancements to processes, tools, and practices.
What You Are Expected to Bring
- Proven experience managing IT services, preferably in enterprise platforms such CRM, ERP, or other critical business applications.
- Solid understanding of ITSM frameworks (e.g., ITIL) and experience implementing service management processes.
- Experience with vendor and stakeholder management in a complex environment.
- Strong ability to monitor, measure, and report on service performance.
- Experience coordinating cross-functional teams to resolve operational issues.
- Excellent problem-solving skills with a focus on root cause analysis and prevention.
- Ability to adapt quickly to evolving technologies and changing business priorities.
- Familiarity with service management or DevOps tooling like Jira, or equivalent systems is considered an asset.
What's in it for you?
- Competitive salary and benefits package
- Excellent opportunities for career development and growth
- The opportunity to make a real impact on the digital transformation of the organisation.
- Flexible working hours