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ITSM Lead

Salary undisclosed

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About the Role: Our client, a dynamic and forward-thinking organization, is on the lookout for an exceptional ITSM Lead to spearhead the development and management of IT service management processes. This pivotal role will ensure that ITIL processes are not only operationally relevant but also optimized to deliver top-notch IT services. If you’re passionate about driving service excellence and enhancing customer satisfaction through robust ITSM practices, this is the opportunity for you!

What You'll Do:

  • Lead the Charge: Design and implement cutting-edge ITSM processes for Incident, Problem, Change, and Service Request management.
  • Inspire and Guide: Lead and mentor a talented ITSM team, providing direction and support to foster a high-performance environment.
  • Drive Excellence: Ensure ITSM practices align with ITIL best practices and industry standards, pushing the boundaries of service delivery.
  • Collaborate for Success: Work closely with IT teams to refine service quality, reliability, and delivery.
  • Document and Innovate: Create and maintain comprehensive ITSM documentation, policies, and procedures.
  • Leverage Technology: Implement and manage state-of-the-art ITSM tools and technologies like ServiceNow and JIRA.
  • Measure Impact: Define and track key metrics, KPIs, and SLAs to ensure service excellence.
  • Educate and Empower: Conduct engaging ITSM training and awareness programs for IT staff and customers.
  • Champion Improvement: Drive continuous service improvement initiatives and cultivate a culture of resilience and innovation.
  • Manage Major Incidents: Oversee major incidents with precision, providing timely updates to senior stakeholders and industry participants.

What We’re Looking For:

  • Experience: 8-12 years of ITSM/ITIL experience in a large organization, with a proven track record of successful ITSM implementations.
  • Industry Insight: Experience in a regulated financial institution is a plus, and familiarity with the digital payments landscape is advantageous.
  • Expertise: Deep understanding of ITIL best practices and ITSM processes.
  • Leadership: Strong leadership skills with a knack for communication, problem-solving, and team mentoring.
  • Technical Skills: Proficiency with ITSM tools such as ServiceNow and JIRA.
  • Analytical Abilities: Excellent analytical skills and the ability to handle complex technical and process issues with ease.
  • Certification: ITIL 4 certification is required.
  • Drive and Independence: Self-motivated with the ability to work independently and drive initiatives to completion.

Why Join Us?

At our client’s organization, you’ll be at the forefront of IT service management, playing a crucial role in shaping and enhancing their IT operations. This is more than just a job—it’s an opportunity to make a significant impact, work with cutting-edge technology, and be part of a team that values excellence and continuous improvement.

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