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.
Roles & Responsibilities:
1. 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.
2. 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.
3. 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.
4. 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.
5. Service Governance and Compliance
- Ensure that the service complies with relevant industry regulations and internal policies.
- Manage service risks and compliance requirements.
6. Stakeholder Engagement
- Collaborate with internal and external stakeholders, including service providers and vendors.
- Gather and prioritize user feedback and requirements to enhance the service.
7. Service Improvement
- Continuously identify opportunities for service improvement and optimization.
- Drive service enhancements and enhancements based on feedback and performance analysis.
8. Financial Management
Manage the budget and financial aspects of the service, including
