Posted 08/14/23

THE TEAM YOU WILL BE JOINING:

WHAT THEY OFFER YOU:

Culture: Excellent work environment that fosters collaboration
Growth: Ability to make an impact on the direction of the organization
Opportunity: Gain hands-on experience working with cutting-edge technology
Stability: Recent financial performance of the company has reported record profits

WHY THIS ROLE IS IMPORTANT:

You will be responsible for establishing and implementing ITIL processes across our organization to enhance service management and customer satisfaction
Your expertise in service desk tools will play a crucial role in optimizing our IT service delivery capabilities.
Process documentation: Create comprehensive documentation for all ITIL policies, processes, including process flows, procedures and work instructions, and ensure they are readily accessible to stakeholders.
Governance and compliance: Ensure compliance for all ITIL standards, guidelines, and best practices throughout the organization to meet evolving business needs and industry needs.
Establish ITIL Processes: Develop and implement the ITIL- based procedures and methodologies for IT Service management including: Problem management, change control process, requests, incident response, asset inventory, vulnerability management.
Performance Measurement: Develop metrics and key performance indicators (KPIs) to measure the effectiveness and efficiency of ITIL processes.
Service Desk tools: Leverage your experience with various service desk tools to streamline service management processes and improve user experience.
Stakeholder engagement: Work closely with IT teams, business units, and external vendors to determine needs, to ensure effective communication and collaboration in process governance and improvement initiatives.

THE BACKGROUND THAT FITS

Bachelor's degree in Computer Science, Information Technology, or a related field.
ITIL v3 or v4 certification is highly desirable.
Proven experience in setting up and managing ITIL processes in a similar role.
Extensive knowledge of service desk tools and their implementation to support ITIL processes. Experience of ServiceNow or Freshservice is advantageous
Strong understanding of IT service management principles, methodologies, and best practices.
Analytical mindset with the ability to interpret data and trends to drive decision-making.
Excellent communication and presentation skills, with the ability to convey complex technical concepts to non-technical stakeholders.
Demonstrated ability to work independently and collaboratively in a cross-functional team environment.
Experience of defining project deliverables and working in a project team
- High organizational and time-management skills
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Good interpersonal and social skills
- Exceptional team player with a strong ability to contribute positively to a team environment
- Experience in leading process improvement initiatives is a pl