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IT Service Management Leader
2 weeks ago
We are seeking a seasoned IT Service Management leader to spearhead the development and implementation of ITIL-aligned processes.
This role is responsible for overseeing the implementation, governance, and continuous improvement of ITSM practices across the organization.
- Develop and implement ITIL-based IT Service Management processes (e.g., Incident, Problem, Change, Request, Knowledge, Demand & Capacity).
- Establish and drive ITSM governance frameworks, KPIs, reporting, and maturity assessments.
- Collaborate with stakeholders to embed service excellence and a strong ITSM culture.
- Lead and mentor a team of ITSM specialists in service operations.
- Ensure service delivery aligns with business needs, regulatory requirements, and quality standards.
- Promote adoption and improve service integration through partnerships with external vendors and internal stakeholders.
- Drive automation initiatives in service delivery processes, including integration of AI and ITSM tools.
- Oversee capacity, demand, license, and vendor management programs.
- 10+ years of experience in IT operations and service delivery.
- Strong practical application of ITIL v3 or v4 frameworks (certification required).
- Demonstrated experience in implementing ITSM practices in large-scale enterprise environments.
- A collaborative and strategic mindset, with the ability to influence diverse stakeholders and leadership teams.
- Knowledge of ITSM tools such as ServiceNow and experience in delivering services against SLAs and cost parameters.
- Proven experience in governance, process ownership, and ITSM training or enablement programs.
