About the Role
Lead the development and integration of IT service management processes using ITIL standards to enhance operational efficiency and service quality across IT infrastructure and support functions.
Responsibilities
- Define and maintain ITSM architecture aligned with business goals
- Implement ITIL-compliant processes for incident, problem, and change management
- Collaborate with IT teams to integrate service management tools and platforms
- Evaluate and improve service lifecycle management practices
- Ensure alignment between IT services and organizational requirements
- Develop policies and procedures for service operations
- Lead process automation initiatives within ITSM frameworks
- Support integration of monitoring and ticketing systems
- Conduct service reviews and performance assessments
- Drive continuous improvement of service delivery models
- Establish metrics and KPIs for service management effectiveness
- Provide expert guidance on ITIL best practices
- Manage documentation for service processes and workflows
- Support incident resolution and root cause analysis
- Facilitate training and adoption of ITSM tools
- Ensure compliance with internal and external standards
- Work with vendors to optimize service management solutions
- Lead change advisory board meetings and reviews
- Design self-service capabilities for end users
- Improve service request fulfillment efficiency
- Support disaster recovery and business continuity planning
- Integrate ITSM with security and risk management practices
- Promote service ownership and accountability across teams
- Analyze service data to identify improvement opportunities
- Ensure scalability of service management systems
Compensation
Competitive salary based on experience
Work Arrangement
Hybrid
Team
Collaborative environment with cross-functional IT teams
Technology Stack
- ServiceNow, BMC Helix, Jira Service Management
- Microsoft Azure, AWS
- ITIL v3 and v4 frameworks
- Power BI for service reporting
- LDAP, SSO, and identity management systems
Project Engagement Model
- Collaborative planning with business units
- Agile delivery with iterative milestones
- Stakeholder feedback integration
- Regular status reporting and reviews
Available
