Lead the planning, development, and deployment of allocated ITSM processes and practices with a focus on operational excellence and service quality.
Cooperate with other ITSM Process Managers within Service Management Office to foster standardised approach towards Service Management practices within Service Management and Delivery.
Support capacity planning to ensure the IT organisation will meet the ITSM practice demands and ITSM practice is lean and adequately tailored.
Define key performance metrics and own the optimisation and enhancements of ITSM processes and practices to ensure performance, scalability, reliability, and compliance.
Support IT Services' performance investigations to ensure their high availability, reliability, and quality assurance.
Track latest trends in IT Service Management and technology to drive ongoing improvements and increase the value of ITSM processes and practices.
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