
IT Service Leadership Professional
3 days ago
We seek a seasoned professional to lead our IT Service Management initiatives.
The ideal candidate will bring expertise in ITIL frameworks, service delivery models, and enterprise ITSM tools.
About the Role
- Design and deliver structured training programs for graduate trainees on ITSM principles, ITIL practices, and service delivery models.
- Mentor and coach fresh graduates on incident, problem, change, release, and service request management.
- Provide hands-on training in ITSM tools (ServiceNow, BMC Remedy, Jira Service Management, or equivalent).
- 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 ITSM processes and ensure alignment with organizational goals and industry standards.
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