ITSM Process Lead

ITSM Process Lead

• Lead the design, implementation, and governance of ITIL processes across the IT organization.
• Act as the process owner for one or more ITIL processes (e.g., Incident, Change, Problem, Service Request).
• Monitor process performance and ensure compliance with defined KPIs and SLAs.
• Collaborate with cross-functional teams to ensure seamless integration of ITIL processes.
• Conduct regular process audits and maturity assessments to identify areas for improvement.
• Provide training and guidance to IT staff on ITIL best practices and process adherence.
• Drive continual service improvement (CSI) initiatives based on data-driven insights.
• Prepare and present reports to senior management on process performance and improvement plans.
• Ensure alignment of ITIL processes with business goals and regulatory requirements.
• Handling escalations

Important Requirements :

Skills :