ITSM Lead - IT Operations (6-11 yrs)

Key Responsibilities :

- Manage all aspects of IT systems, including planning, implementing, operating, and maintaining IT infrastructure, applications, and services.

- Support business goals by using IT Service Management (ITSM) to meet technological needs while ensuring cost-effectiveness.

- Identify opportunities for improvement and evaluate IT performance based on industry best practices.

- Define and implement organizational processes and controls to deliver IT services that meet business objectives.

- Ensure efficient management of IT assets and resources, ensuring they run smoothly and effectively.

- Lead the deployment of IT systems and manage IT incident responses as necessary.

- Oversee ITSM processes such as incident, problem, change, and release management.

- Collaborate with other IT teams and report to senior executives, such as the Director of IT.

Requirements :

- Minimum of 6 years of experience in IT Service Management, with at least 6 years in a leadership or managerial role.

- Strong knowledge of ITSM frameworks and best practices, particularly ITIL.

- Proven expertise in managing ITSM processes, including incident, problem, change, and release management.

- Demonstrated leadership and team management skills, with the ability to drive team performance and foster professional development.

- Strong analytical and problem-solving abilities, with a focus on making data-driven decisions.

- Excellent communication and interpersonal skills, with experience managing stakeholders and negotiating solutions.

- Proficiency in ITSM tools and software (e.g., ServiceNow, BMC Remedy, Cherwell).