Key Responsibilities:
1. Incident Management:
• Manage the end-to-end incident lifecycle, ensuring timely resolution and root cause analysis.
• Oversee the coordination of incident response teams during major incidents, ensuring minimal disruption to business operations.
• Develop and implement strategies to reduce incident frequency and improve resolution times.
2. Major Incident Management:
• Lead the resolution of major incidents by coordinating with internal and external stakeholders.
• Act as the main point of contact during major incidents, ensuring effective communication and updates to stakeholders.
• Conduct post-incident reviews to identify areas of improvement and prevent recurrence.
3. Problem Management:
• Manage and prioritize problem investigations to identify root causes of recurring incidents.
• Work with technical teams to implement permanent solutions to reduce incident volume.
• Monitor and analyze trends in incidents and problems, reporting findings to leadership.
4. Service Request Management:
• Oversee the request fulfillment process to ensure prompt and efficient handling of service requests.
• Implement automated workflows where possible to enhance the efficiency of request fulfillment.
• Monitor service request trends to identify opportunities for process improvement.
5. Service Level Management:
• Define, negotiate, and monitor service level agreements (SLAs) with internal and external stakeholders.
• Ensure compliance with SLAs and track performance metrics for reporting.
• Work with service teams to develop improvement plans for underperforming services.
6. Change Management:
• Lead the Change Advisory Board (CAB) to assess and approve changes in the IT environment.
• Implement controls to ensure that changes are planned, tested, and deployed with minimal impact on service continuity.
• Maintain change records and analyze trends to identify areas for process optimization.
7. Release Management:
• Manage the planning, testing, and deployment of software releases, ensuring minimal disruption to services.
• Coordinate with development and operations teams to maintain a well-defined release schedule.
• Ensure all releases adhere to quality standards and are properly documented.
8. Software Asset Management:
• Maintain an accurate inventory of software assets, tracking licenses and ensuring compliance.
• Implement policies for software procurement, usage, and disposal in line with organizational and regulatory requirements.
• Regularly audit software usage to prevent over-licensing or under-utilization.
9. IT Service Continuity Management (ITSCM):
• Develop and maintain IT service continuity plans to ensure service restoration in case of disaster.
• Work with business continuity teams to align ITSCM plans with overall business continuity strategies.
• Conduct regular tests and updates to ITSCM plans, identifying gaps and improving resilience.
10. Configuration Management:
• Maintain an accurate Configuration Management Database (CMDB) to track IT assets and their relationships.
• Ensure that changes to configuration items (CIs) are documented and updated in the CMDB.
• Work with IT teams to enforce configuration management policies and standards.
11. Service Transition:
• Oversee the transition of new or updated services from development to production.
• Ensure that service transition activities are properly planned, tested, and documented.
• Collaborate with development and operations teams to ensure a seamless handover and minimal disruption to users.
12. Event Management:
• Implement and manage monitoring tools to track system and service events proactively.
• Analyze event data to detect issues before they escalate into incidents.
• Work with technical teams to automate responses to recurring events, reducing manual intervention.
Qualifications:
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• ITIL v3 or ITIL 4 Foundation certification required; advanced ITIL certifications are a plus.
• 7+ years of experience in IT Service Management roles, with experience managing multiple ITSM processes.
• Strong understanding of ITIL frameworks and best practices.
• Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
• Proven ability to lead cross-functional teams, handle high-pressure situations, and communicate effectively with technical and non-technical stakeholders.
Key Skills:
• Process Management: Ability to develop, document, and improve ITSM processes.
• Analytical Skills: Proficient in analyzing metrics, trends, and root causes to drive data-informed decisions.
• Problem-Solving: Capable of diagnosing issues, formulating solutions, and ensuring lasting resolutions.
• Project Management: Experience managing projects, including planning, tracking, and reporting.
• Communication: Excellent communication skills for interfacing with business stakeholders and technical teams.

Competencies:
• Strong organizational skills and attention to detail.
• Ability to work collaboratively and adapt to changing priorities.
• Proactive mindset with a focus on continuous improvement and customer satisfaction.
• Knowledge of cloud computing, DevOps, and agile methodologies is advantageous.
This role requires a combination of technical expertise, process-driven focus, and strong leadership skills to drive effective service delivery and continuous improvement in line with business needs.