IT Service Management Expert
10 hours ago
We are seeking a seasoned IT service management professional with over 10+ years of experience in managing IT service delivery, process governance, and continual improvement.
This role oversees IT service management practices and trains, mentors, and develops fresh graduates entering the IT services field. The ideal candidate will have expertise in structured training programs, ITIL practices, and service delivery models.
- Key Responsibilities:
- Design and deliver training programs on IT service management principles and ITIL practices.
- Mentor and coach fresh graduates on incident, problem, change, release, and service request management.
- Provide hands-on training in IT service management tools such as ServiceNow, BMC Remedy, and Jira Service Management.
- Review trainee work in ticket handling, escalation processes, and SLA adherence, providing constructive feedback.
- Guide graduates in understanding service strategy, service design, service transition, service operations, and continual improvement.
- Conduct workshops on root cause analysis, customer service excellence, and communication best practices.
- Collaborate with HR and leadership teams to shape graduate onboarding, capability-building, and career path programs.
- Support continual improvement of IT service management processes and ensure alignment with organizational goals and industry standards.
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IT Service Management Expert
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IT Service Management Expert
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Service Operations Manager
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