ROLE PURPOSE

Under the direction of Head of Core Systems & Technology Operations, ITSM Team Lead will oversee and enhance ITSM processes, ensuring alignment with ITIL standards and organizational goals. The role involves strategic planning, process improvement, and managing ITSM tools to increase efficiency and customer satisfaction.

KEY RESPONSIBILITIES

• Lead the implementation of a comprehensive ITSM tool, streamlining Request, Incident, Problem, Change, KEDB, Asset Management, and other ITIL processes.
• Document and enforce IT Service Management policies and processes in line with ISO 20000 standards.
• Increase process automation lifecycle efficiency to improve service request handling and customer satisfaction.
• Implement and manage Incident Management processes, ensuring timely resolution and minimizing impact on business operations.
• Analyse and optimize Change Management processes to reduce downtime and enhance system reliability.
• Execute process improvements to significantly enhance Help Desk operations, ensuring timely resolution of internal customer issues.
• Establish and maintain an Asset Management database, ensuring accurate tracking and lifecycle management of IT assets.
• Develop IT Business Continuity Plans and conduct Risk Assessments to enhance organizational resilience.
• Provide training and support to team members on ITSM tools and best practices.
• Monitor and report on Service Level Agreements (SLAs) to track the effectiveness of ITSM initiatives.
• Manage ITSM tool challenges and handle all configuration and workflow changes without third-party support.
• Focus on enhancing process automation, lifecycle efficiency, and approval models to boost customer satisfaction.
• Ensure compliance with OLA targets and maintain high qualitative standards.

Education & Special Training

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Certification in ITIL (Foundation minimum; Intermediate or Expert preferred)

Experience

• 3 - 5 years of experience in IT service management or IT operations roles
• Experience using ITSM platforms (e.g., ServiceNow, Fresh Service, Cherwell)
• Understanding and working knowledge of the ITIL Service Management framework and process mapping
• Extensive background in measuring IT services, deliverables, and inputs
• Experience with PowerPoint presentations and Excel skills

Knowledge & Skills

• Good working knowledge of ITIL methodology and ticketing system
• Good Knowledge of making creative report
• Ability to work independently and to accomplish common goals
• Knowledge of technical areas such as application development, network infrastructure, and contingency planning

Languages

• Effective communication skills - both written & oral