Job Description
Job Description
We are hiring a senior IT Service Management leader with strong, hands-on experience implementing ITIL processes in enterprise environments. This role goes beyond reporting and ticket monitoring. We are looking for someone who has designed, rolled out, and operated ITSM processes, and can lead both service delivery and teams 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, while building and managing a high-performing ITSM team.
Key Responsibilities
Lead, mentor, and manage a team of ITSM professionals across Incident, Problem, Change, and Service Delivery functions
Set clear goals, drive performance, and support career development of team members
Lead the implementation and continuous 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 consistently met
Act as the primary escalation point for major incidents, ensuring timely resolution and strong stakeholder communication
Drive problem management and root cause analysis to improve service stability and reduce recurring issues
Oversee change enablement processes to ensure controlled, low-risk production changes
Lead ITSM-related transformation and implementation initiatives across the organization
Collaborate with infrastructure, application, and vendor teams to align service operations and delivery standards
Establish governance frameworks, documentation, workflows, and reporting structures
Present service performance, risks, and improvement initiatives to senior leadership and clients
Identify, prioritize, and execute continuous improvement initiatives based on operational insights
Manage vendor relationships and ensure third-party services meet expected performance and delivery standards
Required Qualifications
Strong hands-on experience in IT Service Management and ITIL process implementation
Proven experience leading and developing teams within IT operations, service delivery, or managed services environments
Demonstrated ability to manage cross-functional teams and influence stakeholders at different levels
Experience working in enterprise or multinational IT environments
ITIL v4 certification required
Hands-on experience with ITSM tools such as ServiceNow or similar platforms
