Job Title: Incident Manager/ ITSM lead

Job Summary:

The Incident Manager/ITSM Lead will be responsible for overseeing incident management processes and leading IT Service Management initiatives to ensure the delivery of high-quality IT services. This role requires a blend of strong leadership, technical expertise, and a deep understanding of IT Service Management best practices.

Responsibilities:

Incident Management:

•Establish and maintain an effective incident management process, including incident detection, response, resolution, and reporting.

•Lead and coordinate the response to major incidents, ensuring timely resolution and effective communication with stakeholders.

•Develop and maintain incident management policies, procedures, and escalation paths to optimize incident resolution.

•Conduct root cause analysis for major incidents and implement preventive measures to minimize future occurrences.

•Collaborate with cross-functional teams to identify and implement improvements in incident management processes.

IT Service Management:

•Drive IT Service Management initiatives, aligning IT services with business objectives and ITIL best practices.

•Implement and maintain ITSM frameworks, such as ITIL, and ensure compliance with ITSM standards.

•Lead the design, development, and improvement of service management processes, including change management, problem management, and service request fulfilment.

•Define and measure service-level agreements (SLAs) and key performance indicators (KPIs) to monitor service delivery and performance.

•Provide leadership and guidance to the ITSM team, fostering a culture of continuous improvement and service excellence

Qualifications:

•Bachelor’s degree in computer science, Information Technology, or related field (or equivalent work experience).

•Minimum of 6 years of experience in incident management and IT Service Management.

•Proficiency in IT Service Management frameworks, such as ITIL, and related methodologies.

•Strong leadership and communication skills with the ability to effectively collaborate with stakeholders at all levels.

•Experience with ServiceNow

•ITIL Foundation certification or higher is preferred.

•Proven experience in leading and implementing ITSM initiatives and process improvements.