ITSM Lead
Position Summary:
Join our client's Platform Technology team to ensure that ITIL processes are effectively implemented and optimized. As the ITSM Lead, you will develop, maintain, and enhance IT service management processes, ensuring they align with ITIL best practices. Your role will be pivotal in driving service excellence and enhancing customer satisfaction across the organization.
Key Responsibilities:
- Design and execute ITSM processes (e.g., Incident, Problem, Change, Service Request).
- Lead and mentor the ITSM team, fostering skill development and best practices.
- Ensure ITSM practices are aligned with ITIL standards and industry benchmarks.
- Work collaboratively with IT teams to enhance service delivery, quality, and reliability.
- Create and update ITSM documentation, policies, and procedures.
- Manage ITSM tools and technologies, including ServiceNow and JIRA.
- Define, monitor, and report on ITSM metrics, KPIs, and SLAs.
- Conduct training and awareness programs to promote ITSM best practices.
- Drive continuous improvement in ITSM processes and service excellence.
- Oversee major incident management, providing timely updates to senior stakeholders and regulators.
- Promote a culture of resilience and continuous improvement.
- Collaborate with the Incident Manager to expedite incident resolution.
- Address and escalate any process breakdowns affecting SLA compliance.
- Participate in incident review meetings and prepare service reports.
- Perform trend analysis and post-incident reviews to capture lessons learned.
- Support internal and external audits related to ITSM practices.
Requirements:
- 8-12 years of experience in ITSM/ITIL within large organizations.
- Experience in regulated financial institutions is a plus.
- Understanding of the digital payments landscape is advantageous.
- Proven track record in ITSM implementation and management.
- Strong expertise in ITIL best practices and ITSM processes.
- Excellent leadership, communication, and problem-solving skills.
- Proficient with ITSM tools like ServiceNow and JIRA.
- Effective communicator with the ability to simplify complex issues.
- Strong interpersonal skills and customer management abilities.
- Analytical mindset with a knack for dealing with complex technical and process issues.
- Self-driven and capable of working independently.
- ITIL 4 certification is required.
Apply now and become a key player in optimizing our client's IT service management processes!
