Position Summary
A senior-level position responsible for defining, implementing, and optimizing ITIL processes while leading service transition initiatives across the organization. This role to drive operational excellence, digital transformation and customer experience .
Process Management
- Implement processes including Level 3 and 4 process documentation
- Map and optimize process interlocks across service management functions
- Develop and maintain use cases for process implementation
- Lead ITSM tool configurations and implementations (ServiceNow)
- Design and implement customer-specific ITIL operational solutions
- Establish and maintain operational level agreements (OLAs)
Integration & Transition Management
- Establish and maintain delivery frameworks for service transition
- Lead business requirements gathering and analysis
- Orchestrate operational readiness activities
- Develop and execute transition strategies
- Implement risk management and mitigation plans
- Design and implement customer-specific service transition plans
- Ensure smooth integration of customer operational solutions with existing ITIL framework
Performance & Financial Management
- Develop and maintain service cost models
- Define and track success KPIs
- Oversee financial planning and budgeting (EASE)
- Generate and analyze performance reports using BI tools
Stakeholder Management
- Lead cross-functional initiatives
- Manage change management and communications programs
- Engage with external customers
- Drive strategic alignment across teams
- Facilitate customer workshops for ITIL process implementation
- Coordinate with customers to ensure operational solution effectiveness
- Provide regular updates on operational solution performance and improvements
Qualifications:
- Bachelor's Degree in Technology, Administration, or relevant field
- ITIL Intermediate V3 or ITIL V4 Specialist certification Or any experience deemed relevant
- 3 to 5 years experience
Required skills:
- Project methodologies (Agile, Waterfall)
- Experience with customer facing role
- Experience using ServiceNow platform expertise
- Experience managing Google suite
Soft Skills:
- Strategic thinking and Planning
- Cross-functional team leadership
- Technical architecture design
- Process optimization
- Stakeholder management
- Change management
