The Role
In this role, you will be responsible for overseeing key IT operational teams including Incident Management
, Asset & Configuration Management
, and Desktop Support
—playing a critical role in delivering seamless IT services to the business. You will not be managing the Service Desk, but instead will focus on building out capabilities and processes using the ITIL framework
.
Key Responsibilities
- Lead and manage the Incident Management team, Asset & Configuration Management, and Desktop Support functions.
- Drive the adoption and continuous improvement of ITSM processes , including Incident, Problem, Change, Asset, and Configuration Management.
- Champion the use of ServiceNow as the primary ITSM tool, ensuring process alignment and user adoption.
- Support the broader IT transformation program, working closely with key stakeholders across the business.
- Build and mature operational practices aligned with the ITIL framework .
- Maintain a strong customer focus, ensuring a high level of service delivery and user satisfaction.
- Microsoft Windows 10
- Active Directory
- Exchange
- Office 365 Suite
- ServiceNow
- Proven experience in a Service Delivery or IT Operations leadership role.
- Strong background in ITIL-based service management.
- Hands-on experience with ServiceNow and enterprise ITSM practices.
- Ability to lead and inspire teams through change and transformation.
- Excellent communication and stakeholder management skills.
