Description

You will architect and govern the organization's IT Service Management framework.

Responsibilities

• Define and maintain the SMO Framework, establishing governance and service management standards.
• Architect end-to-end service management processes, including Incident, Problem, Change, and Request Management.
• Define the architecture for ITSM platforms and their integrations, optimizing workflows.
• Implement performance measurement frameworks (SLAs, OLAs, KPIs) and ensure compliance.
• Drive automation and process optimization initiatives across service delivery.

Required Skills

• 8+ years in IT Service Management, including 3+ years in an architect or leadership capacity.
• Proven experience operating within SIAM and multi-vendor environments.
• Strong understanding of ITSM tools such as ServiceNow and BMC.
• Knowledge of integration patterns and data governance.
• Certification in ITIL Expert or Managing Professional.
• Familiarity with AI-driven ITSM capabilities and automation frameworks.
• Strategic thinking and stakeholder management skills.

Key Skills

Education

Any Gradute