Job Title: IT Service Management (ITSM) Lead
Job Summary:
We are seeking an experienced IT Service Management (ITSM) Lead to oversee and drive ITIL-based service management processes, ensuring high-quality IT service delivery and customer satisfaction. The role involves managing key ITSM processes, improving service performance, and leading operational governance with internal teams and customers.
Key Responsibilities:
- Lead and manage core ITIL processes including Incident, Problem, Change, and Service Request Management.
- Conduct and drive Change Advisory Board (CAB) meetings with customers and stakeholders.
- Oversee ticket queues to ensure quality, accuracy, and timely resolution of incidents and requests.
- Monitor SLA performance and drive continuous service improvement initiatives.
- Lead Daily Operational Review calls and support operational governance.
- Perform ticket quality audits and ensure adherence to ITSM standards and processes.
- Monitor and improve Customer Satisfaction (CSAT) related to service delivery.
- Support and coordinate Priority/Major Incident management, including availability outside business hours when required.
Required Skills:
- Strong knowledge of ITIL processes and IT Service Management frameworks.
- Excellent communication, stakeholder management, and customer handling skills.
- Ability to drive operational excellence and service improvement initiatives.
- ITIL certification
- Experience with ITSM tool ServiceNow, and ability to create reports and dashboards as needed
