Assess current operational practices across infrastructure and end user services (server, storage, network, AV, desktop, service desk).

Define and document end to end IT services, including service descriptions, ownership, service levels, success measures, and performance indicators.

Design and document ITIL aligned operational processes, including but not limited to:

Incident Management

Change Management

Service Design

Service Catalogue Management

Continual Improvement

Support organizational design activities, including role definition and job description development.

Develop and execute change management and communications plans to support adoption.

Support potential alignment with service management tooling (e.g., ServiceNow).

Lead development of a data centre modernization strategy alig...