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Strategic IT Service Delivery Professional
3 weeks ago
We are seeking a highly skilled and experienced IT service delivery professional to lead the design and delivery of critical ITSM processes.
About the Role:- Lead the full lifecycle of ITSM processes across internal teams and external suppliers.
- Act as Change Manager and Major Incident Manager, ensuring risk is well-managed and disruptions are swiftly resolved.
- Oversee Incident, Problem, Service Request, Knowledge, and Asset/Configuration Management.
- Manage and optimize our primary ITSM tool, ensuring compliance, usability, and integration.
- Collaborate with Service Delivery Managers to define and monitor KPIs and SLAs.
- Drive supplier alignment with our ITSM framework during critical events and planned changes.
- Champion continuous improvement and technology enablement through automation and self-service.
- Communicate service performance, planned changes, and incident updates to stakeholders and leadership.
- Proven experience in IT incident, change, and problem management.
- Strong analytical, coordination, and stakeholder engagement skills.
- Ability to work under pressure and manage competing priorities.
- Deep understanding of ITIL principles and ITSM best practices.
- Experience with ITSM tools and systems integration.
- Project management capability and a proactive mindset.
- Bachelor's degree in IT, Computer Science, or related field.
- ITIL certification (Foundation or higher).
We passionately provide around 1.8 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super.
