Technology -Manager - ITSM

1. Minimum of Bachelors Degree in Computer Science, Information Systems, or equivalent field

2. 8-12 years of related and progressive experience combining IT delivery, solutions implementation, project management, operations management, team leadership.

3. At least 5 years experience in delivering IT Service Management (ITSM) and process management through a structured approach, in a corporate environment; including ISO20000 and CMMI certification.

4. Service, project and results-orientation, with strong analytical and problem solving skills.

5. High-energy work ethic, ability to establish vision, drive change and deliver results.

6. Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.

7. Knowledge of developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.

8. Experience of ITSM software applications and tools, analysis, and reporting.

9. Knowledge of developing and managing continuous improvement programs.

Qualifications:

1. ITIL v3 Expert certification with strong knowledge of ITIL is mandatory.

2. ISO20000, CobIT v5, BPM, CMMI, Six Sigma, CISA, CGEIT training and certification valuable.

3. Project Management certification preferred.

Experience

Job Responsibilities

Purpose of the Job:

Overall responsibility (and lead facilitator) for the delivery, management and improvement of IT services to support the company s business and meet user needs, using a set of well-defined best practices (based on ITIL and ISO). Responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.

Key Responsibilities: