IT Services Manager
Air Methods
ITSM
Job Level
Mid-LevelSenior
About the role
- Lead delivery of contracted services and ensure smooth transition into BAU for assigned accounts.
- Monitor performance, identify trends, and drive continuous improvements.
- Build and maintain strong relationships with clients and internal teams.
- Collaborate with Account Managers and facilitate feedback‑based service enhancements.
- Lead operational calls, reviews, and governance sessions.
- Track and resolve critical issues; oversee service request process and reporting.
- Act as Manager on Duty for escalations, bridge calls, and emergency changes (out‑of‑hours coverage).
- Maintain accurate records and use data insights for continuous improvement.
- Stay current with industry trends and support revenue growth opportunities.
- Perform ad hoc tasks and participate in client reviews, workshops, and service transitions (occasional travel).
Requirements
- Skilled in relationship management, stakeholder engagement, and clear communication.
- Experience managing multiple priorities in complex environments.
- Strong experience in service delivery, incident resolution, governance leadership, and reporting.
- Proficient in data analysis, problem‑solving, and process documentation.
- Knowledgeable in ITIL principles, Jira, Confluence, and Microsoft 365.
- Background in service transition and operational readiness (desirable).
- Bachelor’s degree in technical/business field or equivalent industry experience.
- ITIL certification and project management training (desirable).
- Familiarity with fintech and payment solutions (desirable).
- Experience supporting growth opportunities and cross‑functional collaboration (desirable).
- Experience working with global and cross‑cultural teams (desirable).
- Willingness to travel occasionally to client sites and participate in out‑of‑hours coverage.
