Job Description

Job Description

The ITSM Lead is responsible to establish and improve group’s IT Service Management practices in a DevOps. Working with internal IT team & partner teams to deliver best in-class IT services on an enterprise scale. Expert in ITIL, The ITSM Lead will be for reviewing & updating ITIL processes, bringing new processes as per industry standard. Working closely with other process owners to improve the performance of processes such as Incident, Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management. The ITSM Lead will also promote service ownership by establishing a Service Catalog along with a solid Service Portfolio Management process. The ITSM Lead will also work on improving our current IT infrastructure & application development and delivery environments and promote the adoption of continuous integration and continuous delivery/deployment practices (CI/CD) wherever applicable, to deliver business value. This role reports into the Group Governance Head.

Responsibilities

Develop and Improve IT Service Management (ITSM) processes including Event, Incident, Change, Release, Problem Management, Demand, Knowledge, Availability, Capacity, Asset, etc.

Ensure the ITSM model supports our DevOps transformation and the migration to public cloud service providers.

Promote service ownership by establishing a service taxonomy, a Service Level Management process, the Service Catalog, and a Service Portfolio Management process.

Integrate and support world-class 24x7x365 systems availability and performance through effective Incident, Release and Service Level Management processes, clear executive communications, and service recovery activities.

Establish Knowledge Management as a core practice within group IT, including a repository of knowledge, the practice of managing knowledge through iterative changes, and the sharing of knowledge to different levels of the organization.

Enable continual service improvement through the effective use of metrics and key performance indicators.

Support reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.

Support the implementation of service management and reporting tools, including the analysis and administration of SLM tools to understand key performance indicators for service delivery.