Key Responsibilities
1. Incident Management Oversight (20%)
- Monitor and coordinate the lifecycle of major and high-priority incidents to ensure timely resolution.
- Facilitate incident triage, escalation, and communication across IT teams and stakeholders.
- Ensure adherence to SLAs and drive restoration of service in line with business priorities.
- Review incident trends and identify recurring issues requiring further analysis.
2. Problem Management Coordination (15%)
- Lead or support root cause analysis activities for recurring or critical incidents.
- Ensure known errors are documented and workarounds are communicated effectively.
- Track problem records through to resolution and validate permanent fixes.
- Identify systemic issues and recommend preventative measures.
3. Change Management Governance (20%)
- Coordinate and facilitate Change Advisory Board (CAB) meetings.
- Review and assess change requests for completeness, risk, and business impact.
- Ensure proper approval workflows and compliance to change policies.
- Monitor change execution and manage post-implementation review activities.
4. Release Management Coordination (15%)
- Oversee scheduling and coordination of releases across environments.
- Ensure alignment between change and release processes.
- Validate readiness of releases including testing, back-out plans, and communications.
- Monitor release deployments and track success metrics.
5. ITSM Process Integration and Governance (10%)
- Ensure alignment and integration across Incident, Problem, Change, and Release processes.
- Maintain process documentation, standards, and procedures.
- Monitor compliance to Service Management best practices and internal policies.
- Identify gaps and inconsistencies across processes.
6. Reporting and Performance Management (10%)
- Develop and analyze KPIs and metrics across all ITSM processes.
- Produce regular reports on service performance, trends, and improvement opportunities.
- Provide insights and recommendations to management and stakeholders.
- Support data-driven decision making.
7. Continuous Service Improvement (CSI) (10%)
- Identify opportunities for process optimization and efficiency improvements.
- Lead or contribute to CSI initiatives across ITSM disciplines.
- Implement best practices and drive maturity improvements.
- Collaborate with teams to enhance service quality and reduce risk.
8. Stakeholder Communication and Coordination
- Act as a point of contact between IT and business stakeholders for ITSM-related matters.
- Communicate changes, incidents, and releases effectively to impacted users.
- Facilitate alignment across technical teams, service desk, and leadership.
