Senior IT Service Delivery Manager
1 week ago
Senior Service Level Manager
Job Description:We are seeking an experienced IT Service Management Specialist to oversee the implementation and operations of ITSM processes within our organization. The ideal candidate will possess a relevant Bachelor's degree and an ITIL certification, along with at least five years of experience in IT Service Management within a large-scale environment. This role is crucial for ensuring that IT services align with business needs and are delivered efficiently and effectively.
Duties and Responsibilities:
- Implement ITIL processes (Incident Management, Change Management, Problem Management, etc.) across the organization, ensuring adherence to best practices.
- Develop, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service delivery meets organizational standards.
- Work closely with cross-functional teams, including IT operations, support, and business units, to align IT services with business objectives.
- Identify opportunities for process improvements and efficiency gains within ITSM practices. Facilitate workshops and training sessions to promote a culture of continuous improvement.
- Maintain accurate documentation of ITSM processes, procedures, and workflows. Prepare regular reports on service performance and improvement initiatives.
- Oversee the change management process, ensuring all changes are assessed, authorized, and implemented with minimal disruption to services.
- Manage the incident and problem management processes, ensuring timely resolution of issues and minimizing the impact on business operations.
- Administer and optimize ITSM tools and platforms, ensuring they are effectively utilized to support service delivery and reporting needs.
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