Roles & Responsibilities

• Service Strategy and Planning
• Develop and communicate a clear service strategy, including objectives, scope, and goals.
• Align the service strategy with the organization's business and IT objectives.
• Service Design and Development
• Define the service portfolio, including service offerings, service levels, and service catalog items.
• Collaborate with stakeholders to design and develop the service, ensuring it meets user needs and quality standards.
• Service Delivery and Operations
• Oversee the day-to-day delivery and operation of the service.
• Monitor service performance, availability, and reliability, taking proactive measures to ensure continuous improvement.
• Service Ownership and Accountability
• Act as the primary point of contact and accountable owner for the service.
• Define and manage service-related policies, standards, and procedures.
• Service Governance and Compliance
• Ensure that the service complies with relevant industry regulations and internal policies.
• Manage service risks and compliance requirements.
• Stakeholder Engagement
• Collaborate with internal and external stakeholders, including service providers and vendors.
• Gather and prioritize user feedback and requirements to enhance the service.
• Service Improvement
• Continuously identify opportunities for service improvement and optimization.
• Drive service enhancements and enhancements based on feedback and performance analysis.
• Financial Management
• Manage the budget and financial aspects of the service, including cost optimization and resource allocation.

Education

• Bachelor's degree in a relevant field (e.g., Business, Information Technology).
• ITIL or relevant service management certification is preferred.

Experience / Skills

• A minimum of 10 years of experience in service management or related roles.
• Proven track record of successfully managing and owning IT services.
• Strong understanding of service management frameworks and best practices.
• Proficiency in managing the lifecycle of business applications from requirements to retirement.
• Experience with integrating business applications to achieve data and process integration.
• Knowledge of application performance management and user experience monitoring.
• Skills in vendor management and working with cross-functional teams.
• Understanding of the business processes that the applications support