About the role
Responsibilities:
- Major Contributor to the design and implementation of ITIL-based service management processes such as Incident, Problem, Change, Request, Request Management, CMDB and Knowledge Management.
- Lead ITIL Service Management service transitions from project delivery to steady-state operations, ensuring readiness and risk mitigation.
- Configure and customise ITSM platforms to support process requirements and enable automation and reporting.
- Establish governance frameworks and monitor Key Performance Indicators, compliance, and customer satisfaction.
- Drive continuous improvement initiatives based on performance data and stakeholder feedback.
Requirements:
- Bachelor's degree in information systems, Computer Science, or a related field.
- Minimum 8 years of experience in IT Service Management, with at least 3 years in a leadership role.
- Transition Service Management Experience, preferred.
- Strong knowledge of ITIL (Intermediate certification preferred).
- Hands-on experience with ITSM tools, especially ServiceNow.
- Experienced in Project Management Methodologies.
- Exceptional communication skills to engage effectively with stakeholders across technical and business teams.
- Strong leadership and team management abilities, with experience guiding cross-functional teams through change.
- Analytical approach with a focus on problem-solving and continuous improvement.
- High emotional intelligence and adaptability to manage service transitions and evolving priorities.
- Decision-making skills to align ITSM practices with organisational goals.