Responsibilities

  • Responsible to oversee the overall IT Service Management (ITSM) disciplines
  • Include development of ITSM processes, monitor day-to- day process performance and undertake critical processes as assigned.
  • Lead and collaborate with all individual process owners of the ITSM System, ITSM technical implementers/developers and service delivery team to coordinate service delivery initiatives and maintain an effective ITSM System.
  • Responsible to support the process owners as Subject Matter Expert advisory and consultant for any new or changed service management system within the organization
  • Manage the development, implementation, practice and maintenance of a suite of ITIL-aligned ITSM processes to achieve effectiveness and efficiency in the delivery and support of the infrastructure and services
  • Develop ITSM process controls and monitor the conformity to the ITSM suite of processes by the Service Delivery Management team
  • Identify/facilitate the identification of areas for process improvements to ensure the continual suitability, adequacy and effectiveness of the processes
  • Demonstrate leadership on task performance of process owners with less experience Schedule and facilitate regular ITSM Committee meetings for Management Representative to review its ITSM Services and process control performance, discuss service/operational risks, ensure conformity to ISO 20000 SMS requirements and review the progress and effectiveness of corrective/improvement plans
  • Identify and/or modify existing tools to facilitate process management

Requirements

  • Bachelor Degree in IT/Computer Engineering or Information Technology/Systems
  • Project Management Certification and ITIL V3 Certified
  • Possess ITIL Practitioner or ITIL Intermediate Certification in IT Service Management
  • At least 8 years of experience in Managed Services and/or Service Delivery for large scale IT Managed Services
  • At least 8 years in a supervisory role within IT Managed Services
  • Strong business acumen with strong experience in Project Management, Service Management, Operations Management and Service transitions
  • Hands on experience in Remedy, HPSM or ServiceNow is desired
  • Must be self-disciplined, display professional work etiquette and integrity in the conduct of the business
  • Self-initiative, communicative and participative in team collaborations
  • Possess a services and solution orientated approach
  • Good communication, interpersonal and analytical skills are essential
  • Strong organizing and time management skills are an asset
  • Open to flexible work conditions to ensure the availability of services and timely delivery of solutions