Lead Service Management & Continuous Service Improvement

Key Responsibilities

• Design, implement, and maintain robust IT service management frameworks in line with ITIL or similar industry standards.
• Oversee key ITSM processes such as incident, problem, change, and release management to ensure operational continuity.
• Lead the Continuous Service Improvement (CSI) function by identifying and executing improvement initiatives across IT operations.
• Develop and track KPIs to measure service performance, prepare reports, and deliver insights for data-driven decision-making.
• Collaborate with cross-functional teams to align IT services with business objectives and ensure customer satisfaction.
• Act as a senior escalation point for high-impact incidents, ensuring timely communication, root cause analysis, and resolution.
• Manage and mentor the ITSM and CSI team, promoting best practices, accountability, and a proactive service culture.
• Conduct governance reviews, maintain documentation, and ensure adherence to compliance standards.
• Work closely with DevOps and infrastructure teams to align service delivery with agile and automation principles.
• Continuously assess ITSM tools, recommending improvements or new solutions to enhance efficiency and transparency.