Description:
As a key member of our leadership team, you will play a crucial role in establishing and enhancing IT Service Management (ITSM) practices tailored to the unique needs of our business. In this position, you will have the opportunity to shape and drive ITSM initiatives, ensuring alignment with enterprise-wide policies while bridging the gap between organizational requirements and existing processes.
Individual Accountabilities:
- Team Leadership : Build, lead, and mentor a team of ITSM professionals to ensure effective collaboration and the achievement of business objectives.
- ITSM Implementation : Develop and implement ITSM processes, policies, and procedures at the business unit level, considering the specific needs and goals of our organization.
- Process Optimization: Find opportunities for continuous improvement within ITSM practices, streamline workflows, and enhance operational efficiency.
- Collaboration: Partner with internal and external teams to understand business requirements, align ITSM initiatives, and communicate effectively to ensure agreement and support.
- Performance Monitoring: Establish key performance indicators (KPIs) and metrics to monitor the effectiveness of ITSM practices, providing regular reports to senior leadership.
- Incident Resolution: Facilitate the recovery of major incidents. This will require participation in an on call rotation.
- Problem Resolution: Lead the resolution of problems, ensuring a proactive approach to prevent reoccurrence.
- Training and Development: Develop and implement training programs for team members and end-users to enhance understanding and alignment to ITSM principles.
- Vendor Management: Collaborate with vendors and third-party service providers to ensure seamless integration of ITSM tools and technologies.
Job Requirements:
- Minimum of 8 years+ of experience in IT Service Management, with at least 3 years in a leadership or managerial role.
- Education: Bachelor's degree or equivalent experience in Computer Science, Information Technology, or a related field; relevant certifications (e.g. advanced ITIL certifications) are highly desirable.
- Ability to lead and inspire a team, fostering a collaborative and innovative work environment.
- Technical Proficiency: Solid understanding of ITSM principles, methodologies, and frameworks, coupled with practical experience in implementation.
- Good communication and interpersonal skills, with the ability to convey complex technical information to non-technical partners.
- Problem-Solving: Ability to analyze and tackle ITSM-related issues, applying a proactive and strategic approach.
- Change Management: Experience inspiring change initiatives within an organization, with the ability to navigate resistance and facilitate smooth transitions.
- Adaptability: Ability to thrive in a dynamic environment and adapt quickly to evolving business needs and technologies.