As an IT Service Management Officer, you will play a pivotal role in ensuring the effective management of IT compliance, cybersecurity, user and stakeholder engagement, and service delivery standards within the organization.
This position requires a strong focus on compliance and stakeholder management, making it ideal for mid-career Business Analysts with a specialization in compliance.
You will be responsible for managing change requests, ensuring adherence to regulations, and maintaining high standards of service delivery. This role demands a proactive approach to problem-solving and a keen eye for detail, ensuring the organization meets its strategic and operational objectives.
Key Roles and Responsibilities:
1. IT Compliance Management
- Develop, implement, and maintain IT compliance policies and procedures.
- Conduct regular audits and assessments to ensure compliance with industry standards and regulatory requirements.
- Coordinate with internal and external auditors to facilitate audits and address any findings.
2. Cybersecurity Management
- Oversee the implementation and maintenance of cybersecurity measures to protect organizational data and systems.
- Monitor and assess potential security threats and vulnerabilities, taking proactive measures to mitigate risks.
- Develop and deliver cybersecurity awareness training to staff.
3. User and Stakeholder Management
- Serve as the primary point of contact for user and stakeholder inquiries related to IT services.
- Foster positive relationships with stakeholders, ensuring their needs and expectations are met.
- Collaborate with cross-functional teams to align IT services with business objectives.
4. Service Delivery Standards
- Ensure the consistent delivery of high-quality IT services in line with established standards and best practices.
- Monitor service performance metrics and implement improvements to enhance service delivery.
- Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs).
5. Change Request Management
- Facilitate requirements gathering sessions, workshops and interviews to understand and translate ongoing business needs into functional specs.
- Coordinate with relevant teams to ensure changes are executed smoothly and with minimal disruption to services.
- Maintain accurate records of change requests and their outcomes.
Required Experience:
- A minimum of 3 years of experience in IT compliance, cybersecurity, or a related field, preferably within a mid to large-sized public sector organization.
- Proven experience in managing IT service delivery and change requests.
- Experience working with cross-functional teams and managing stakeholder relationships.
- Demonstrated success in implementing and maintaining IT compliance and cybersecurity measures
Knowledge, Skills and Attributes:
- In-depth understanding of IT compliance frameworks, such as GDPR, HIPAA, ISO/IEC 27001, etc. Previous experience with public sector compliance is a plus.
- Strong knowledge of cybersecurity principles and practices.
- Excellent communication and interpersonal skills, with the ability to engage effectively with users and stakeholders.
- Proficiency in IT service management tools and methodologies.
- Strong analytical and problem-solving skills, with attention to detail.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Academic Qualifications and Certifications:
- Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.
- Professional certifications such as ITIL, CISA, CISSP, or similar are highly desirable.
- Additional certifications in compliance, cybersecurity or business analysis are advantageous.
