Description

You will lead IT service management operations and manage multi-level technical teams.

Responsibilities

• Manage staff through coaching, performance feedback, and task assignment to support professional development.
• Oversee the roadmap, development, and daily execution of ITSM processes and related tools.
• Establish policies, procedures, and standards to ensure consistent service management delivery.
• Drive root cause analysis and problem resolution within your assigned area.
• Analyze KPIs, metrics, and SLAs to provide actionable reporting and trend analysis to leadership.
• Collaborate with onsite and offshore peer managers to ensure efficient execution.

Required Skills

• 15+ years of experience managing ITIL processes including Incident, Problem, Change, Request Fulfillment, Event, Configuration, and Knowledge Management.
• 10+ years of direct people management experience, including hiring, terminations, and appraisals.
• ITILv3 or 2011 certification.
• Working knowledge of the Remedy ITSM platform or similar ITSM tools.
• Strong understanding of IT concepts, development practices, and architectures.
• Proven ability to lead process design discussions and organizational change.
• Experience managing teams across various technical disciplines.
• Bachelor’s degree in Computer Science, a related discipline, or equivalent work experience.
• Excellent oral and written communication skills for interacting with all business levels.

Preferred Skills

• Retail or business sector experience.

Key Skills

Education

Any Graduate