Service Manager Salary and Insights for 2025

An IT Service Manager manages the delivery of IT services for an organization by ensuring those services are fit for purpose, available, and performant, while closely aligned with the rest of the business. This involves overseeing service delivery, resolving incidents and service requests, and continually improving service delivery quality and efficiency.

ITSM Best Practices

IT Service Managers deliver IT service management best practices such as ITIL (Information Technology Infrastructure Library) to optimize service delivery processes, manage resources effectively, and facilitate continuous service improvement.

Main Responsibilities

• Managing and supervising service delivery operations – to ensure the fulfillment of defined SLAs and KPIs
• Leading incident and problem management – to resolve IT issues quickly and minimize impact on service continuity
• Driving continuous service improvement – identifying improvement opportunities and implementing process improvements

Optimizing IT Resources

IT Service Managers optimize the use of IT resources including personnel, infrastructures, and budgets to support service delivery and maintain operation efficiency. They establish connections with internal and external stakeholders, especially business units, to identify needs and provide IT services accordingly. They also manage IT vendor relationships to ensure adherence to contractual obligations and service delivery agreements, and pay attention to security issues and compliance requirements.

Additional Responsibilities:

• Reporting on service performance
• Keeping detailed documentation
• Managing service change to minimize disturbances
• Training and mentoring the IT team