Roles & Responsibilities:
1. Service Desk Leadership
- Provide strategic leadership and direction to the Service Desk team, ensuring effective incident and service request management.
- Establish and monitor service desk KPIs, including response times, ticket resolution, and customer satisfaction.
2. Global ITSM Oversight
- Oversee all ITSM processes, including incident management, problem management, change
management, and service request fulfillment, to ensure alignment with industry best practices
(ITIL framework).
- Identify areas for ITSM process improvement and implement enhancements as needed.
3. Continuous Improvement
- Drive a culture of continuous improvement within the IT service organization.
- Initiate and lead ITSM process optimization projects to enhance service quality and efficiency.
4. Service Level Management
- Define and monitor service level agreements (SLAs) by focusing on meeting or exceeding
performance targets.
- Collaborate with cross-functional teams to improve service levels and user satisfaction.
5. User Experience Enhancement
- Collaborate with end-users and stakeholders to understand their IT service needs and expectations.
- Implement initiatives to enhance the overall user experience and streamline service delivery.
6. Team Development
- Recruit, develop, and mentor IT service professionals to build a high-performing team.
- Provide coaching and training to promote skill development and career growth.
7. Vendor and Supplier Management
- Manage relationships with IT service vendors and suppliers to ensure quality service delivery.
- Monitor vendor performance and enforce contractual agreements.
8. ITSM Tool Management
- Oversee the selection, implementation, and maintenance of ITSM tools and technologies.
- Ensure ITSM tools support efficient service management processes.
Education/Training Qualifications:
- Bachelor's degree in a relevant field (e.g., Information Technology, Business Administration).
- ITIL certification or equivalent ITSM certifications preferred.
Experience:
- Experience in IT service management and leadership roles.
- Strong understanding of ITIL framework and best practices.
- Proven track record in driving ITSM process improvements
