ITSM-Assistant Manager

Job Description for ITSM

Responsible for leading the development, implementation, management, and continuous improvement of ITSM framework and ITIL best practice on the Service Now platform.

Establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.

Responsibilities

• Creation and delivery of solutions, process design utilizing ITIL best practice and standards
• Defining long term strategy, ensuring deliverables are complete, consistent, high quality, on time, and deliver agreed outcomes
• Develop short- and long-term service and process goals with maturity levels to be achieved over the specified time period.
• Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements
• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
• Active participant, contributor, and thought leader in communities of excellence
• Contribute to the continual improvement of Global IT Operations, and practice business processes as well as the maturing of the ITSM practice portfolio, capabilities, expertise, and best practices.
• Experience in ServiceNow and Outsystems tools implementation
• Support ITSM team to prepare proposals and identify sales opportunities.

Desired Profile

• Experience as a key technical resource leading the development and delivery of ITSM solutions in client environments
• 5+ years working experience implementing and managing ITIL best practice
• ITILV4 or ITILV3 Expert certification is preferred.
• Knowledge of other frameworks such as CoBIT and TOGAF will be beneficial
• Demonstrated ability to influence and consult while providing thought leadership in solving business processes and/or technical problems
• Demonstrated interpersonal skills, customer centric attitude, and ability to deal with cultural diversity
• High-energy work ethic, ability to establish vision, drive change and deliver results
• Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions
• Knowledge of developing and managing SLAs, KPIs, and critical success factors for IT Services, processes, operations and work environments.

Key Personal Attributes:

• Excellent communication skills
• Team player and learning attitude