Description

Lead the service management function and drive IT service delivery strategy in alignment with business goals.

Responsibilities

• Develop and implement service management strategy and ITIL processes, including Incident, Problem, Change, and Major Incident Management.
• Lead, mentor, and develop a team of service management professionals.
• Manage the IT service catalogue and ensure effective use of processes, tools, and technologies.
• Monitor, measure, and report on service management performance through SLAs and KPIs.
• Identify risks associated with IT service delivery and implement mitigation strategies.

Required Skills

• 10+ years of experience in IT Service Management.
• 5+ years in a management or leadership role.
• ITIL v3 Expert certification, or ideally ITIL v4 Managing Professional or Specialist.
• Hands-on experience with ITSM ticket management tools, preferably ServiceNow.
• In-depth knowledge of ITIL and other service management frameworks.
• Proven ability to build and lead impactful teams.
• Strong stakeholder leadership, negotiation, and communication skills.
• Analytical problem-solving skills focused on continuous improvement.

Preferred Skills

• Delivery experience in a complex, externally regulated environment.

Key Skills

Education

Any Graduate