Job Title

Must have Skills Contribute directly to the strategy, development and quality of IT Service Management and the service delivery capability. Own specific IT Services and ensure their effective delivery, management and improvement to meet client needs. Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements. Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above. Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes. Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period. Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives. Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction. Good to have (Knowledge) ITIL Certification