ITSM Manager & Capacity Manager - Associate Manager

Job Description

Role

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.

Essential Job Functions

ITSM 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
• Assist in the management and operation of infrastructure services, providing support to the team
• Contribute to the implementation of infrastructure strategies and projects
  
  

2 Capacity Management Responsibilities

• 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
• Collaborate with infrastructure, application, and business teams to align capacity with strategic objectives
• 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
  
  

Participate in the implementation of best practices and process improvements within the infrastructure services.

Basic Qualifications

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 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.

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