Technical Leader - Intelligent Infrastructure Services

Job Description

The IT Service Management ITSM Lead is responsible for overseeing IT service operations, ensuring alignment with business goals, and driving continuous improvement in IT service delivery. This role involves managing ITSM processes such as incident, problem, change, and service request management while collaborating with stakeholders to enhance service quality and efficiency. Key Responsibilities: ITSM Process Management: o Oversee and optimize ITSM processes, including Incident, Problem, Change, Request, and Service Level Management. o Ensure adherence to ITIL best practices and compliance with organizational policies. Service Delivery Support: o Manage IT service operations to ensure high availability, reliability, and performance. o Act as an escalation point for critical incidents and service disruptions. o Monitor SLAs, KPIs, and OLAs, driving service improvement initiatives. Stakeholder Team Management: