Strategic Oversight of IT Service Management: Define and implement the overall strategy for IT service management, aligning with ITIL, ISO 20000, and COBIT frameworks to ensure a consistent and high-quality service approach.
Leadership and Mentoring: Lead and develop the ITSM team, fostering growth in alignment with best practices and ensuring skill development in ITIL processes like Incident, Problem, Change, and Service Level Management.
Process Ownership: Serve as the owner of key ITSM processes, ensuring they are efficient, effective, and aligned with business needs.
Policy and Standards Compliance: Establish and enforce service management policies that comply with international standards (e.g., ITIL, ISO 20000) and regulatory requirements.
Continuous Improvement: Promote a culture of continuous improvement, leveraging ITIL Continual Service Improvement (CSI) principles to regularly review, assess, and enhance ITSM processes.
Stakeholder Liaison: Act as a primary point of contact with business leaders, other departments, and external vendors to align service strategies with business objectives and deliver value.
Resource and Budget Management: Oversee the department's budget, resources, and performance metrics, ensuring effective resource utilization while achieving service targets.
Requirements:
Bachelor's degree in IT, Information Systems, Engineering, or related fields.
Min. 3 years of experience in ITSM process & tools (e.g. BMC Remedy, GLPI, ServiceNow).
Certified in ITIL v3/v4 (preferred); familiarity with ISO 20000 / COBIT is a plus.
Proven track record in implementing and improving ITIL practices: Incident, Problem, Change, and SLA Management.
Proven experience in leading or supporting strategic ITSM initiatives.
Deep understanding of business processes, industry-specific nuances, and leading practices in IT service management
Strong analytical, planning, and reporting skills.
Excellent communication & stakeholder management.
Experience in team leadership or mentoring is a plus.
Exposure to end-user IT support environments is an added value.
