Job Description
The successful candidate will play an integral role within the IT Service Management Ops leadership team. Armed with a strategic focus and experience in application infrastructure resiliency as well as operational stability the candidate is expected to lead the swift service recovery from complex incidents and managing disaster recovery ensuring high service availability and customer satisfaction in IT service delivery. This position is crucial in ensuring operational stability, which includes leading improvements through process review/transformation and implementation of new initiatives and tools.
Key Responsibilities:
โขTake ownership of critical incidents, facilitating resolution with the parties involved, and conducting thorough root cause analyses and post-incident reviews to boost system resilience.
โขTransforming and driving operational excellence and system resilience by proactively preventing defects and eliminating inefficiencies in current processes.
โขContinuously review the governance and processes of IT Service Management, proposing improvements or new methods to maintain operational agility and stability.
โขProviding technical leadership and training to ITSM teams, including offshore resources, and mentoring them in their professional development.
โขAlign ITSM ITIL practices with various IT teams to prepare them for operational readiness, and managing changes and incidents to maintain efficient service delivery and system resilience.
โขDevelop technical talent and leadership in the team through upskilling programs and continuous feedback.
โขTake accountability for service delivery performance, meeting customer expectations, and driving future demand.
Requirements
โขPossess a degree in Information Technology or related fields with Infrastructure Library (ITIL)/Service Integration and Management (SIAM) certification
โขAt least 8-10 yrs of relevant experience in IT Infrastructure Operations and IT Service Management inclusive of at least 3 years in leadership role
โขProven proficiency in utilizing Agile methodologies for operations management.
โขCertification in Business Continuity Management (BCM) is preferred but not mandatory
โขKnowledge and hands-on experience with the ServiceNow Platform are preferred, with certifications in ITSM CAS, CAD, or CIS considered a bonus.
โขFamiliarity with network and cloud technologies (public, private), including Linux, Wintel, VMware, and DevOps.
โขProficiency in collaboration tools such as Microsoft Teams, Sharepoint, JIRA, and Confluence, and monitoring/orchestration platforms like ScienceLogic, Splunk, and APM.
โขAbility to:
โขProvide strategic direction and leadership to the service management team and influence management decisions with technical insight.
โขBuilding and leading teams to maximize strengths and identify development areas, integrating automation and AI capabilities/solutions.
โขThrive in independent and team-based, hybrid environments with a mix of insourced and outsourced operational delivery
โขEngage stakeholders as an advocate for operational resilience, excellence, and standards, driving best practices across work streams while incorporating automation and AI.
โขBalance and manage multiple priorities in a fast-paced, growing environment, ensuring effective balance and prioritization in a fast-paced, rapidly growing environment.
โขNavigate and escalate complex, multifaceted customer requests or initiatives, demonstrating agility and problem-solving skills
โขDemonstrate leadership in overseeing Operations (on-premise and Multi-Cloud), including Major Incidents, IT Operations Command Centres, CAB Change Management, and Service Desk management, coordinating hybrid teams for stability and service excellence.
โขAdaptive and responsive to dynamic environments.
โขA proven track record in managing IT service delivery Command Centre and ServiceDesk operations, and addressing infrastructure support escalations (e.g., network systems, storage).
โขExcellent communication skills across organizational levels, including executive management, supported by strong interpersonal skills, a positive outlook, flexible and adaptable approach.