Lead the delivery of IT services in accordance with agreed-upon SLAs to meet business requirements and ensure high levels of customer satisfaction.
Develop and implement IT service management strategies, policies, and procedures in alignment with industry best practices (ITIL framework) to streamline operations and improve efficiency.
Establish and maintain ITSM processes, including incident management, problem management, change management, release management, configuration management, and service request fulfillment.
Maintain and manage the ServiceNow ITSM module.
Drive process optimization through ServiceNow.
Monitor key performance indicators (KPIs) and service level targets to measure the effectiveness and efficiency of IT services, identify areas for improvement, and drive continuous service improvement initiatives.
Build and maintain strong relationships with internal stakeholders and external clients, serving as the primary point of contact for service delivery-related inquiries and escalations.
Conduct regular meetings to review service performance, address concerns, and identify opportunities for service enhancements.
Oversee the incident and problem management processes, ensuring timely resolution of issues and minimizing the impact on business operations.
Coordinate with technical teams to investigate root causes of incidents and implement solutions.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.