Head of ITSM

Responsibilities:

• Develop, enhance and implement IT service management strategies, policies, and procedures to support the organization’s goals and objectives.
• Lead a team of IT service management professionals, providing guidance, coaching, and mentorship to ensure effective service delivery.
• 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.
• Collaborate with iCompaz and client stakeholders to understand business needs and requirements and align IT service delivery accordingly.
• Drive continuous improvement initiatives to enhance the efficiency, effectiveness, and quality of IT service delivery processes.
• Oversee incident, problem, change, request, configuration and knowledge management processes to minimize service disruptions and optimize service delivery.
• Ensure compliance with relevant regulations, standards, and best practices related to IT service management including that of client’s policies and mandates.
• Chair weekly, fortnightly, monthly and quarterly reviews of IT Service Management with respective client stakeholders; prepare and present reports in these forums. 

Requirements:

• Bachelor’s degree in information technology, computer science, or a related field; master’s degree preferred.
• 15-20 years of experience in IT Service Management with at least 10 years of working experience working for a major Financial institution.
• IT service management certification (e.g., ITIL, COBIT) required.
• Strong knowledge of IT service management frameworks, methodologies, and best practices.
• Proven track record of successfully leading IT service delivery teams and driving process improvement initiatives.
• Excellent communication, interpersonal, and leadership skills.
• Ability to effectively manage multiple priorities in a fast-paced environment. • Strong analytical and problem-solving abilities.