The Service Management & Continuous Service Improvement Lead is responsible for overseeing IT service delivery frameworks to ensure high performance and reliability. This role champions the adoption of ITIL best practices, manages end-to-end service processes, and cultivates a culture of continuous improvement—aimed at boosting user satisfaction and enhancing operational efficiency.
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Responsibilities
- Establish and maintain service management frameworks aligned with ITIL or other industry standards to ensure consistent and high-quality IT service delivery.
- Oversee core ITSM processes including incident, problem, change, and release management, ensuring timely resolution and minimal disruption.
- Drive continuous service improvement initiatives by analyzing performance metrics, identifying inefficiencies, and implementing enhancements focused on user experience and operational excellence.
- Lead service performance monitoring and reporting, defining KPIs, developing dashboards, and providing actionable insights to leadership.
- Collaborate with stakeholders to refine service catalog offerings and ensure alignment between IT services and business objectives.
- Act as an escalation point for critical incidents, ensuring swift communication, resolution, and follow-up actions.
- Mentor and lead a team of service management and CSI professionals, fostering a culture of collaboration, accountability, and continuous learning.
- Ensure compliance and governance by maintaining documentation, conducting audits, and embedding service management practices across the organization.
Requirements
- Bachelor’s degree in IT, Computer Science, Business Administration, or a related field.
- Master’s degree preferred for strategic and leadership roles.
- ITIL v4 certification (e.g., Managing Professional or Strategic Leader) required.
- Additional certifications in Lean, Six Sigma, or similar methodologies are advantageous.
- Familiarity with DevOps practices and their integration with service management.
- Strong foundation in ITSM tools such as ServiceNow, BMC Remedy, Jira, or Freshworks.
