IT SERVICE MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: Oct 28, 2025 - The Information Technology (IT) Service Manager leads service delivery within an MSP environment, ensuring effective cross-functional collaboration and exceptional customer support. This role demands IT management certifications and expertise in IT systems, support tools, and service processes. The manager also excels in strategic planning, communication, and adaptive leadership.

Essential Hard and Soft Skills for a Standout IT Service Manager Resume
  • Incident Management
  • Service Management
  • Change Management
  • Infrastructure Support
  • Contract Management
  • KPI Management
  • Disaster Recovery
  • Process Improvement
  • Technical Support
  • Compliance Monitoring
  • Team Leadership
  • Stakeholder Communication
  • Cross Collaboration
  • Client Relations
  • Customer Focus
  • Conflict Resolution
  • Strategic Planning
  • Continuous Improvement
  • Business Development
  • Problem Solving

Summary of IT Service Manager Knowledge and Qualifications on Resume

1. BS in Information Technology with 8 years of Experience

  • Understanding of Windows, LAN/WAN
  • Knowledge of Windows, Network, and Voice
  • Knowledge of ITIL V3 Framework (Incident, Problem, and Change Management Process Knowledge)
  • Understanding of IT Network architecture on various platforms
  • Understanding of ISO 27001, 22301, all regulatory Data Privacy guidelines
  • Understanding of various Workflow solutions in IT related to financial services
  • Understanding of ISO27001 and corporate audit guidelines
  • Understanding of standards, i.e., ISO/IEC 27001:2013, ISO 22301 Business Continuity, and all regulatory controls, including GDPR, and other Data Privacy regulations.
  • Business Analytical skills in various financial services

2. BS in Computer Science with 9 years of Experience

  • ISO 20000 or ITIL Certification
  • Professional experience in the management of IT services
  • In-depth understanding of cultural diversity and expectations of managing a geographically spread organization
  • Sound understanding of IT infrastructures and services
  • Strong written and verbal communication skills
  • Strong customer and service orientation, resilience, and conflict resolution
  • Proven project management skills
  • Hands-on mentality, ability to work in a team, and good communication skills at all levels
  • Ability to question the status quo and rewrite standard processes and procedures to enhance efficiency
  • Ability to prioritize a multitude of tasks with excellent time management skills
  • Flexibility to quickly adapt to new situations and challenges

3. BS in Network Engineering with 10 years of Experience

  • PMP/Agile, CISSP, or comparable security certification
  • Experience in working in virtual, multicultural teams
  • Experience in managing global IT services/applications and an IT delivery management role.
  • Knowledge of security threats and tools
  • Understanding of intrusion detection concepts and overall approach to information security and defense
  • Excellent communication and documentation skills
  • Security domain-specific skills 
  • Financial savvy, Analytical, and Problem-solving skills
  • Stakeholder Management skills
  • Ability to deal with ambiguity when facing complex situations
  • Proactive and motivated by technical challenges, with a strong desire to deliver quality products on time

4. BS in Cybersecurity with 6 years of Experience

  • ITIL (Information Technology Infrastructure Library) qualified
  • Experience in operating and configuring Jira as an ITSM tool
  • Experience with the management of 3rd party vendors
  • Experience in IT within a financial services organization
  • Excellent stakeholder management skills
  • Ability to identify and escalate risks, issues, and actions
  • Awareness of IT Data Security standards
  • Ability to travel to support IT operational requirements at internal and third-party locations

5. BS in Software Engineering with 4 years of Experience

  • Experience in running a service desk
  • Previous financial services experience
  • Experience in working within a technical Service Desk environment, including first-time resolution
  • Experience in resolving technical issues (hardware/desktop/mobile devices or software)
  • Experience in using Microsoft packages such as Microsoft Office (365), Windows 7, and Windows 10
  • Outstanding customer service skills
  • Strong troubleshooting and problem-solving skills
  • Ability to plan and prioritize workload without supervision
  • Ability to document processes and procedures in a clear, concise, and logical manner

6. BS in Information Systems with 8 years of Experience

  • Progressive work experience in a support role or a functional position
  • Experience in managing external partners/vendors
  • Practical experience and mastery of MS-Excel, MS-Word, MS-PowerPoint, and MS-Project
  • Good knowledge and experience in Warehouse Management Systems and Warehouse Control Systems, including interfaces, Manhattan experience
  • Knowledge in a related functional area in the sports and/or fashion business
  • Working knowledge of complex Distribution Center processes
  • Advanced presentation and communication (verbal and written) skills across different levels within a global organization
  • Leadership, coaching, and mentoring skills 
  • Strong verbal and written communication skills in English
  • Ability to mediate and build consensus between cross-functional stakeholders with different objectives
  • Ability to work independently towards and achieve targets and deadlines

7. BS in Computer Engineering with 9 years of Experience

  • Professional IT Management and Technical Certifications, such as ITILv4, PMP, Scrum, Microsoft MCP or MCITP, MCSA or MCSE, Cisco, or VMware
  • Experience working in a Managed Service Provider (MSP)
  • Experience in Customer Services
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Knowledge and experience in cross-functional management methods and techniques (connecting the silos, sales, marketing, accounting, etc.)
  • Knowledge of IT applications, processes, software, and equipment
  • Strong organizational, presentation, and client service skills
  • Skill in strategic planning with an ability to think ahead
  • Skill in planning and preparing written communications
  • Skill in leading people and getting results with a strong client orientation
  • Ability to perform various tasks and adapt to changes quickly
  • Ability to work in a team and communicate effectively

8. BS in Data Science with 11 years of Experience

  • ITIL v3 Expert level or V2 Manager
  • Previous experience working in IT management
  • Experience with Major Incident Management, managing 3rd-party tech suppliers
  • Experience in the Financial, Fintech, Banking, Merchant Acquiring, and Payments
  • Technical knowledge, including platform, technology, products, and domains
  • Advanced knowledge of one or more service management disciplines
  • Strong Application Support experience, including Azure Cloud, Dynamics 365 CRM, Service Now, Salesforce
  • Strong interpersonal and communication skills
  • Excellent IT skills and a proactive mindset, monitor and update the IT systems according to the business’s requirements.
  • Ability to stay calm in critical situations

9. BS in Systems Administration with 8 years of Experience

  • ITIL V3 or V4 certifications
  • Previous IT service management experience
  • Experienced in managing and optimizing cloud consumption across different public cloud providers (Azure, AWS)
  • Good knowledge of Cloud financial management practice (FinOps)
  • Knowledge of common IT licensing models (Microsoft, VMware, SAP, cloud software)
  • Good knowledge in contract management and regulations (e.g, GDPR, IT Law)
  • Good knowledge of English
  • Commitment, team spirit, sociability, and communication skills
  • Independent and detail-oriented working style in a very fast-changing environment
  • Great soft skills in customer relationship management

10. BS in Cloud Computing with 10 years of Experience

  • ITIL V3 foundation or higher certification
  • Experience in IT Leadership and management
  • Advanced experience in structured Project Management
  • Advanced experience in Service Level Management
  • Experience with procurement and contract negotiations
  • Demonstrated experience in the deployment and support of an IT network
  • Understanding of the ITIL framework and problem, incident, and change functions
  • Broad technical background in Windows and networking
  • General technical understanding of on-prem client-server solutions and cloud-based SAAS platforms
  • Good technical insight and understanding
  • Leadership, ease of getting people to achieve their goals
  • Strong written and oral skills in English
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