Head of ITSM

Responsibilities: <ul><li>Develop, enhance and implement IT service management strategies, policies, and procedures to support the organization’s goals and objectives.</li><li>Lead a team of IT service management professionals, providing guidance, coaching, and mentorship to ensure effective service delivery.</li><li>Ensure client agreed Critical Service Levels and Key Performance Indicators are met and launch specific Service Improvement Programs when certain CSL(s)/KPI(s) do not meet the target.</li><li>Collaborate with iCompaz and client stakeholders to understand business needs and requirements and align IT service delivery accordingly.</li><li>Drive continuous improvement initiatives to enhance the efficiency, effectiveness, and quality of IT service delivery processes.</li><li>Oversee incident, problem, change, request, configuration and knowledge management processes to minimize service disruptions and optimize service delivery.</li><li>Ensure compliance with relevant regulations, standards, and best practices related to IT service management including that of client’s policies and mandates.</li><li>Chair weekly, fortnightly, monthly and quarterly reviews of IT Service Management with respective client stakeholders; prepare and present reports in these forums.&nbsp;</li></ul> Requirements: <ul><li>Bachelor’s degree in information technology, computer science, or a related field; master’s degree preferred.</li><li>15-20 years of experience in IT Service Management with at least 10 years of working experience working for a major Financial institution.</li><li>IT service management certification (e.g., ITIL, COBIT) required.</li><li>Strong knowledge of IT service management frameworks, methodologies, and best practices.</li><li>Proven track record of successfully leading IT service delivery teams and driving process improvement initiatives.</li><li>Excellent communication, interpersonal, and leadership skills.</li><li>Ability to effectively manage multiple priorities in a fast-paced environment. • Strong analytical and problem-solving abilities.&nbsp;</li></ul>

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Head of ITSM

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Head of ITSM

WhiteCrow WhiteCrow is on a mission to connect companies with the best talent across the globe.

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WhiteCrow is on a mission to connect companies with the best talent across the globe.