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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.
• 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.

Halian Group:

With over 28 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.

Our resourcing and smart services help you to realize tomorrow’s potential. Discover the amazing things possible when you bring the right people and the right technologies together.

At Halian, we recognize that diversity, equity, and inclusion (DEI) are essential to building high-performing teams for our clients. We are committed to connecting organizations with top talent from all backgrounds, ensuring that every individual feels valued, respected, and empowered to contribute their unique perspectives. We encourage applications from all qualified candidates, regardless of race, gender, disability, or any other characteristic that makes them unique. By fostering diverse and inclusive workplaces, we help our clients drive innovation, enhance collaboration, and better reflect the communities they serve.

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