ITSM Manager

Responsibilities

• Work closely with Senior stakeholders across the organization as a thought leader on ITIL process re-engineering and continuous improvement
• Evaluate IT processes regularly, especially Knowledge Management (KM), identify areas where the targeted process metrics are not reached, and hold regular benchmarking, audits, maturity assessments, and reviews
• Documenting, analyze, and re-designing key processes across functions and Sectors to realize efficiencies.
• Continual service improvement - define processes across the technology teams to ensure our contractual commitments, SLAs and KPI to customers are always adhered to
• Ensure processes and procedures are aligned to ITIL best practices and remain fit for purpose
• Work with teams to assist in identifying service gaps and building business cases to address these
• Quality Assurance - call notes/updates, ticket summary, prioritization, and categorization. Ticket quality checks are actioned monthly.
• Working with multiple internal delivery units and/or third parties to provide a total solution