Tech Stack

Description

You will own IT service management processes, ensure adherence through compliance reporting, manage supplier teams, drive continuous improvement, and act as an escalation point for major incidents. This role focuses on aligning business requirements with operational expectations and reporting on service quality.

Requirements

• Bachelor's degree in IT, Business, or related field
• 8+ years of experience in IT Service Management
• Strong understanding of ITIL framework (ITIL certification preferred)
• Experience with ServiceNow or similar ITSM platforms
• High proficiency in English (spoken and written)

Responsibilities

• Own IT service management processes and ensure adherence through compliance reporting and education
• Manage service provided by supplier teams in alignment with Global Service Management Office
• Develop quality metrics using Power BI for service management process lifecycle management
• Run major incident management investigations to facilitate resolution 24/7/365
• Drive ITSM process improvements using ServiceNow, applying ITIL best practices and automation