IT Service Manager

Join us in our Excellence Center in Belgrade!

We are a world leading Engine MRO service provider, headquartered in Zurich, Switzerland, with over 90 years of operational experience. Our unwavering dedication to innovation, excellence and environmental responsibility propels us forward on our journey to becoming the leading, most customer-centric, and sustainable Engine focused MRO worldwide.

Working with an extensive network of partners and business development offices in Europe, the USA, Asia and the Middle East, we offer comprehensive, fully customized solutions for the Maintenance, Repair and Overhaul of aircraft engines, airframes and components sales business including impeccable technical support to over 500 customers worldwide. Our mission: We safely power your flight.

To start your talent journey with us, apply now as:

IT Service Manager

Location: Belgrade

You will be responsible for overseeing the operational delivery of IT services with internal teams and external partners are completed on time and meet agreed quality standards. You will ensure ITSM processes ITIL based are followed, implement control points, and drive continuous improvement. In this role, you will coordinate efforts among IT professionals, stakeholders, and service providers to maintain service performance and alignment with business needs.

Your responsibilities:

• Ensure ITSM processes and operational agreements meet defined service level targets
• Oversee the full IT service lifecycle (Transition, Operation, Continual Improvement) in line with ITIL
• Manage and optimize the IT Service Platform (ServiceNow), including catalogue and delivery channels
• Lead the implementation and onboarding of new IT services, including service integration with providers
• Monitor service performance, manage KPIs and SLAs, costs and escalate deviations as needed
• Manage escalations of incidents, requests, and problems to ensure timely resolution 
• Support asset and license management processes, including approvals and compliance reporting 
• Maintain accurate and up-to-date service documentation, intranet content, and non-standard installations 
• Drive continuous service improvement initiatives in alignment with business requirements 
• Provide functional leadership for IT service delivery teams and ensure support model adherence 
• Process owner of change management and chair the Change Approval Board (CAB) 
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Your profile:

• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience
• ITIL certification with extensive practical experience applying ITIL processes
• Proven experience in IT service management and Service Desk operations
• Experience managing external vendors and service providers in international environments
• Proficiency with ITSM tools; hands-on experience with ServiceNow and Jira is a strong plus
• Strong communication skills; able to work independently and collaboratively
• Excellent documentation skills (e.g., process mapping, guidelines, work instructions)
• Strong planning, coordination, and organizational capabilities
• Demonstrated ability to build and maintain effective professional relationships.
• Solid understanding of Microsoft 365, Azure Virtual Desktop (AVD), cloud solutions, and general end-user IT environments (hardware, software, printers, etc.)
• High level of initiative, personal accountability, and assertiveness

Your chance:

• An attractive position in a global and dynamic company
• Competitive employment conditions
• Opportunity for professional and personal development

Thank you for your interest.

By submitting your application, you give your consent that all personal data you have submitted here may be processed by us for the purposes of candidate selection process in our company.

Please note that only candidates who meet the listed requirements will be contacted.

Ref: NAI/8935