Job Description
Job Description
We are hiring a senior IT Service Management professional with strong, hands-on experience implementing ITIL processes in enterprise environments. This role is not focused on reporting or ticket monitoring. We are looking for someone who has designed, rolled out, and operated ITSM processes and can lead service delivery at scale.
You will be responsible for strengthening IT service operations, improving process maturity, and ensuring services are delivered consistently against agreed SLAs and KPIs.
Key Responsibilities
Lead the implementation and improvement of ITIL processes, including Incident, Problem, Change Enablement, Service Continuity, and Continual Service Improvement.
Own service delivery performance, ensuring SLA, KPI, and operational targets are met.
Manage major incidents, escalations, and post-incident reviews with clear corrective actions.
Drive problem management and root cause analysis to improve service stability.
Oversee change enablement processes to ensure controlled and low-risk production changes.
Lead ITSM-related implementation and transformation projects.
Work closely with infrastructure, application, and vendor teams to align service operations.
Establish governance, documentation, workflows, and reporting structures.
Present service performance, risks, and improvement plans to senior stakeholders.
Identify and execute continuous improvement initiatives based on operational data.
Required Qualifications
Strong hands-on experience in IT Service Management and ITIL process implementation.
Proven experience in service delivery, IT operations, or managed services environments.
Experience handling enterprise or multinational IT environments.
Ability to lead cross-functional technical teams and influence stakeholders.
ITIL v4 certification required.
Experience with ITSM tools (e.g. ServiceNow or similar).
Nice to Have
Experience leading ITSM or ITIL transformation initiatives.
Background in audits, compliance, or service governance.
Experience managing vendors or managed service providers.
Who This Role Is For
This Role Is Suited For Professionals Who
Have moved beyond incident reporting and coordination.
Have implemented ITIL processes in real environments.
Are comfortable owning service outcomes and driving improvement.
Can lead teams and challenge existing ways of working.
