Lead IT Service Management (ITSM)

DUTIES AND RESONSIBILITIES

• Develop, implement, and oversee ITSM frameworks and strategies that align IT services with business objectives and IT goals
• Lead the adoption and continual improvement of ITIL frameworks, ensuring best practices are followed across the organization
• Work closely with stakeholders to define service level agreements (SLAs) and ensure adherence to them
• Define and monitor Key Performance Indicators (KPIs) to measure the effectiveness and efficiency of IT services
• Establish and manage ITSM policies and procedures, ensuring compliance with regulatory and organizational standards
• Define, maintain, and drive asset management, change management, incident management, problem management, and release management processes to minimize service disruptions and optimize IT operations
• Facilitate Change Advisory Board (CAB) meetings to review, schedule, and approve change requests
• Ensure all changes and releases are documented, assessed for risk, and communicated to relevant stakeholders
• Ensure accurate and up-to-date records of all IT assets, including their life cycle status
• Audit and evaluate existing processes to identify areas of improvement, automation, and integration
• Lead the evaluation, selection, and implementation of ITSM tools and platforms
• Ensure the effective configuration and integration of ITSM tools to support automated workflows and reporting capabilities
• Identify opportunities for innovation and improvement within IT operations and services
• Supervise new ITSM staff as the Jazwares IT Service Management practice grows
• Provide guidance and mentorship to IT staff on ITIL practices and related ITSM tools

REQUIRED LEVEL/TYPE/YEARS OF EXPERIENCE

• 5+ years in IT service management, with a strong emphasis on ITIL practices and change management
• 3+ years of experience with ITSM tools such as ServiceNow, BMC Remedy, Jira, or equivalent platforms
• 2+ years in a leadership capacity
• Proven track record of leading ITSM initiatives in a mid-to-large scale organization
• Experience in automation and AI-driven IT service enhancements
• Leadership in large-scale IT transformation projects

REQUIRED KNOWLEDGE, SKILLS, ABILITIES

• In-depth understanding of ITIL best practices and frameworks
• Excellent organizational, analytical, and problem-solving skills
• Leadership qualities, including mentoring and team-building skills
• Exceptional communication and interpersonal skills
• An affinity for collaborating effectively with cross-functional teams
• Strong stakeholder management abilities
• Proven ability to manage multiple priorities in a fast-paced environment
• Adaptability and resilience in a fast-paced, changing environment.

PREFERRED KNOWLEDGE, SKILLS, ABILITIES

• Experience with project management methodologies and tools
• Familiarity with Agile and DevOps practices
• Knowledge of regulatory compliance requirements related to IT asset management
• Experience with software development lifecycle (SDLC) processes

Thanks & Regards

Shivam Rajpal

Team Lead- US IT Recruitment

Desk- X 142

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