Responsibilities

Lead the development and implementation of IT Service Management processes and frameworks.

Oversee ITSM tools administration and enhancements to improve service delivery and efficiency.

Collaborate with IT teams to identify, analyze, and prioritize service improvement opportunities.

Ensure compliance with ITIL best practices and align processes with organizational objectives.

Coordinate training and knowledge sharing sessions to educate staff on ITSM best practices.

Monitor IT service performance and produce reports for stakeholders to track progress and identify areas for improvement.

Act as a liaison between technical teams and business units to ensure effective service communication and expectations management.

Requirements

Proven experience in leading ITSM initiatives and managing complex IT environments.

In-depth knowledge of ITIL framework and service management best practices.

Strong analytical and problem-solving skills with the ability to think strategically.

Excellent communication and interpersonal skills to engage with stakeholders at all levels.

Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.

Ability to manage multiple projects simultaneously and deliver results under tight deadlines.

Strong leadership skills with a track record of mentoring and developing team members.