Job Scope:

• Development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives.
• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise.
• Coordinate stakeholders’ key participation in ITIL service stages of design, transition, and operation to ensure service outcome met with service level agreement committed with the business.
• Leading Service Level Management and service owner for this process to ensure service quality are met.
• Leading the Service Operations to meet the goals and objectives agreed in the strategy, ensuring that all service targets are met and reported against.
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
• Co-ordinate inter-process changes with process owners
• Ensure alignment of solutions to the business needs
• Creation and maintenance of the catalogue description of existing services offered.
• Ensure appropriate OLAs/SLAs in place to support any new services.
• Analyze and review actual service performance against SLAs and OLAs
• Provide regular reports on service performance and achievement
• Analyze, review and report performance results against the criteria established in SLAs and OLAs
•  Agree appropriate actions to maintain or improve service levels
• Initiate and coordinate actions to maintain or improve service levels
• Ensure all service levels are in place, tracked & reported for the all the deliverables.
• Serving as a point of contact for IT risk management matters and, support compliance and auditing activities within IT department to meet internal controls, certification, and regulatory requirements.
• Involvement in incident response and business continuity planning, as needed
• Perform as backup person for ITSCM
• Monitor and report to stakeholders on performance against agreed plans and SLA’s for the Infrastructure team, systems and vendors to manage stakeholder expectation
• Establish effective partnerships with business and stakeholder representatives so that technology decisions are arrived at in open discussion and meet business objectives.
• Seek the stakeholder feedback on an ongoing basis to ensure client satisfaction and service improvements are delivered. 

Qualifications:

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology or IT related field.
• Minimum 5 years of proven IT leadership Role about Service Quality Assurance and Risk Management
• Experience in the Financial or Insurance services industry is preferred.
• ITIL certified is Mandatory.
• Expert understanding of application lifecycle management, application/solution architectures, tools, methods, standards, processes and information.
• Strong experience in applying and refining ITIL Service Management principles.
• Strong experience in influencing service design and leading service transition, service operations, continual service improvement, and roadmap development for applications portfolio.
• Experience in establishing knowledge management capabilities to optimize response times and promote repeatability of solution response.
• Competent delivering results through ownership & drive
• Exposure to transformational change within a business
• Ability to manage multiple tasks, work to tight deadlines and monitor targets and KPIs
• Proficient in MS Office products (Word, Excel, PowerPoint, Visio)
• Ability to use data visualization tool e.g. PowerBI is a plus.
• Good English communication skills