Description

You will manage and optimize core ITIL-based service management processes to ensure efficient IT operations and regulatory compliance.

Responsibilities

• Own the automation and continuous improvement program for Incident and Problem Management.
• Define, execute, and coordinate process activities across IT teams and external third parties.
• Develop company policies, standards, and procedures for ITSM, including annual reviews and management approvals.
• Manage escalations within your practice and provide reporting and feedback to leadership.
• Create periodic management reporting, including KPIs and SLAs, to support IT Governance functions.

Required Skills

• 12+ years of professional experience in IT environments.
• 5+ years of experience managing ITSM practices such as Incident, Change, or Release Management.
• 5+ years of experience with PowerShell scripting, Python, and SQL development.
• Working knowledge of IT control frameworks including ITIL V4, COBIT, or ISO 9000:2000.
• Experience with technical writing, including content organization and document creation.
• Strong ability to manage multiple high-priority efforts and competing priorities.
• Degree in IT, a technical discipline, or equivalent progressive enterprise experience.

Preferred Skills

• ITIL v3 or v4 certification.

Key Skills

Education

Any Graduate