IT Service Management Expert Leader
2 days ago
Overview:
A seasoned professional is sought after to oversee the management of IT service delivery, process governance, and continual improvement. The ideal candidate will lead ITSM practices, train, mentor, and develop fresh graduates in the IT services field.
Key Responsibilities:
- Designed structured training programs on ITSM principles, ITIL practices, and service delivery models.
- Mentored fresh graduates on incident, problem, change, release, and service request management.
- Provided hands-on training in ITSM tools (ServiceNow, BMC Remedy, Jira Service Management).
- Reviewed trainee work, providing constructive feedback on ticket handling, escalation processes, and SLA adherence.
- Guided graduates in understanding service strategy, service design, service transition, service operations, and continual improvement.
- Conducted workshops on root cause analysis, customer service excellence, and communication best practices.
- Collaborated with leadership teams to shape graduate onboarding, capability-building, and career path programs.
- Supported ITSM process improvements and ensured alignment with organizational goals and industry standards.
The ideal candidate has expertise in ITIL frameworks, service delivery models, and enterprise ITSM tools, and fosters a learning environment that builds the next generation of IT service professionals.
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