ITSM Functional Lead

You will lead the establishment and improvement of IT Service Management (ITSM) practices and drive operational excellence.

Responsibilities

• Establish and refine ITSM practices to ensure service delivery standards.
• Coordinate unit, system integration, and user acceptance testing phases.
• Develop and maintain comprehensive documentation including plans, policies, and procedures.
• Review, advise, and approve changes to ITSM technologies and related systems.
• Manage ITSM contracts, services, and SLAs while supporting audits and compliance efforts.

Required Skills

• 5+ years of experience in ITSM functional leadership.
• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow Certified Application Developer (CAD) certification.
• Deep understanding of ITSM practices and service delivery models.
• Experience reviewing ITSM contracts and service level agreements.
• Ability to manage relationships with technology staff, business owners, and vendors.
• Any Graduate degree.

Preferred Skills

• Supporting application support teams as an advocate for ITSM practices.