Job
Description
Role & responsibilities To Lead the design, implementation, and continuous improvement of IT Service Management (ITSM) processes and practices across the organization. The role oversees ITSM framework across global ELGi market units, managing incident, problem, change, and service request processes while driving automation, standardization, and continuous improvement. IT Service Management Strategy Develop and implement a global ITSM strategy and roadmap aligned with IT and business objectives. Define and optimize core ITSM processes, including incident, problem, change, request, asset, and knowledge management. Drive the adoption of ITIL best practices to improve service delivery, operational efficiency, and customer satisfaction. Lead the transition to modern ITSM platforms and tools to enable process automation, scalability, and real-time visibility. Service Operations and Delivery Oversee global IT service operations, ensuring timely resolution of incidents, problems, and service requests within agreed SLAs and KPIs. Drive root cause analysis and preventive measures to minimize recurring incidents and improve system reliability. Optimize change and release management processes to minimize disruptions and enhance operational stability. Collaborate with infrastructure, applications, and business teams to ensure seamless service delivery. Implement service reporting and dashboards to track performance, identify trends, and drive decision-making. Continuous Improvement and Automation Identify opportunities for process improvement and service optimization to enhance efficiency, reduce costs, and improve user experience. Drive the adoption of automation (e.g., AIOps, chatbots, robotic process automation) to streamline service management processes. Champion continuous improvement initiatives, including service quality assessments, user feedback analysis, and proactive monitoring. Service Governance and Compliance Establish governance frameworks for ITSM processes, ensuring compliance with IT policies, standards, and regulatory requirements. Define and monitor SLAs, OLAs (Operational Level Agreements), and KPIs to measure and improve service performance. Drive the development and enforcement of ITSM documentation, including process workflows, SOPs, and knowledge base articles. Stakeholder Management and Communication Act as the key point of contact for business stakeholders to understand service requirements and expectations. Partner with IT leaders, vendors, and service providers to ensure alignment of IT services with business priorities. Communicate ITSM performance, challenges, and opportunities to senior leadership and business units through clear reporting and updates. Leadership and Team Development Lead and mentor a global team of IT service managers, analysts, and support staff, fostering a culture of excellence and accountability. Drive skills development and training for the ITSM team to keep pace with evolving tools, technologies, and practices. Promote collaboration and knowledge sharing within the team and across IT functions. Preferred candidate profile In-depth knowledge of IT Service Management frameworks (ITIL) and experience implementing ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti). Strong understanding of IT operations, infrastructure, and service delivery in a global enterprise environment. Expertise in incident management, problem management, change management, and service request management. Experience with automation, monitoring tools, and AI-based ITSM practices (AIOps, proactive incident resolution). Proven ability to develop and execute global ITSM strategies that align with business objectives. Strong leadership skills with experience managing diverse, global teams in a matrixed environment. Ability to drive cultural change and promote a customer-centric approach to IT services. Ability to standardize and optimize ITSM processes to improve efficiency, compliance, and service quality. Strong analytical skills to identify trends, analyze performance metrics, and drive data-driven decisions. Exceptional communication and interpersonal skills to engage with senior leadership, business stakeholders, and IT teams. Proven ability to manage vendor relationships and ensure service provider performance aligns with SLAs. Demonstrated experience in driving service automation, continuous improvement initiatives, and innovation in IT service management. Ability to address complex ITSM challenges through proactive analysis and creative problem-solving. Desired Experience and Qualification 15+ years of experience in IT Service Management, with at least 5 years in a leadership role overseeing global ITSM operations. Proven track record in implementing and optimizing ITSM processes and tools in a large, complex enterprise. Experience in managing service delivery in a global environment with geographically dispersed teams. Experience driving ITSM automation, AIOps, and process improvements to enhance operational efficiency. Bachelors degree in Information Technology, Computer Science, or a related field (Masters degree preferred). Certifications: ITIL certification (minimum ITIL v4 Foundation, Expert/Master preferred). Certifications in ITSM tools (e.g., ServiceNow Certified Implementation Specialist) are a plus. PMP or Agile certifications (e.g., Scrum Master) are desirable for project management responsibilities.
