Position Overview
Lead and manage IT service operations, ensuring alignment with ITIL best practices.Oversee the design, implementation, and continual improvement of ITIL processes such as Incident, Problem, Change, and Service Request Management.Manage day-to-day operations of IT services, ensuring high availability, performance, and stability.Develop and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with internal and external stakeholders.Ensure effective IT service continuity and disaster recovery planning.Collaborate with technical teams to ensure that service management processes support business needs, aligning operational efficiency with corporate goals.Provide leadership to operations teams, mentoring staff and driving continuous improvement initiatives.Track and report on key performance indicators (KPIs) for IT operations and service delivery.Manage vendor relationships, ensuring that...