About the job:
The IT Services Management Lead is responsible to ensure IT services are designed, planned, implemented, and improved in line with AD current and future business needs. This role lead the preparation for new or changed IT services with full oversight of the change and release management process and the maintenance of regulatory and legal standards as well as managing the performance of existing systems and services. The role collaborates closely with stakeholders to understand business requirements, establish service level agreements (SLAs), and deliver high-quality IT services that support the organization's strategic objectives. Lead service configuration and knowledge management, incident and problem management and monitor and analyze the performance of delivered services to improve and optimize service delivery. This role is responsible to ensure the IT services are delivered in compliance with AD information security requirements and standards.
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Responsibilities:
- IT Asset Management: Establish the process to manage the lifecycle of all IT assets starting from procurement, deployment, maintenance and retirement of IT assets.
- Hardware assets management & maintenance: Oversee the maintenance of an accurate inventory of hardware assets, including servers, routers, switches, storage devices, desktops, laptops, and peripherals. Guide the development and implementation of processes for asset acquisition, deployment, utilization, maintenance, and retirement in accordance with organizational policies and industry best practices. Develop and implement maintenance schedules, procedures, and practices to ensure the ongoing reliability and functionality of hardware assets.
- Knowledge Management: Lead IT service Knowledge management activity including capturing, sharing and maintenance of IT service knowledge database.
- Incident Management: Lead the establishment of incident management process including incident reporting, incident response, incident prioritization, incident resolution and communication. Ensure timely response and resolution of incident as per agreed service level agreement. Collect and analyze incident data to identify trends, pattern and current issues to improve the quality of service.
- Problem Management: Lead the establishment of problem management process. Ensure problems are managed throughout the lifecycle to prevent the incident from occurring. Lead on providing a permanent solution to the problem. Analyze problem management trends to improve quality.
- Change Management: Define policies, procedures, and guidelines for managing changes to IT infrastructure, applications, and service and design the overall change & release management strategy. Define change approval and authorization workflows to ensure that proposed changes are reviewed, approved, and authorized by appropriate stakeholders. Oversee the development of change implementation plans, rollback procedures, and communication strategies to manage change impacts effectively. Oversee the implementation of approved changes in accordance with change management procedures and best practices.
- Service Hub: Act as a single point of contact between the service provider and users, managing the incidents and service requests and communicating with the users. Responsible for incident handling, service request fulfillment, user communication and knowledge management.
- Service Level Agreement Management: Develop IT service level agreement framework and ensure the delivery of IT services aligned with agree service level.
- Configuration management: Develop IT service configuration management process and ensure the updated configuration of all IT services are maintained to deliver the IT services smoothly to meet business requirements.
- Service Management Analytics: Guide the team on leveraging advanced analytics techniques, including data mining, predictive modeling, and machine learning, to extract insights and identify trends to improve the quality of IT service delivery.
Minimum qualifications:
- Bachelor’s or master’s degree in information technology, Computer Science, or a related field.
- At least 10 years of experience in IT service management working across different roles with 4-5 years of experience in leading the IT service management team of large organization.
- Professional certifications in IT service management frameworks such as ITIL (Information Technology Infrastructure Library) are highly preferred.
