IT Service Management
2 weeks ago
Job Description:
- Lead and manage the IT Service Management or Service Desk team to deliver consistent and high-quality IT services
- Ensure service performance meets agreed KPIs and SLAs and address gaps when targets are not achieved
- Own and continuously improve core ITSM processes such as Incident Problem Change and Service Level Management
- Work closely with internal IT teams business stakeholders and vendors to ensure smooth service operations and timely issue resolution
- Support the implementation and adoption of service management standards and best practices across the organization
- Monitor service trends performance metrics and user feedback to identify improvement opportunities
- Support service reporting and provide regular updates to management on service performance
- Ensure service readiness and operational stability during system changes or new implementations
Requirements:
- Bachelor degree in Information Technology Information Systems Engineering or related fields
- At least 5 years of experience in IT Service Management IT Operations or related roles
- Experience leading or supervising Service Desk or IT Operations teams is highly preferred
- Practical experience using ITSM tools such as ServiceNow BMC Remedy GLPI or similar
- Solid understanding of ITSM concepts including Incident Problem Change and SLA Management
- Good communication and stakeholder management skills
- Comfortable working in a complex multi stakeholder environment
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