Service Management ITIL

Role & responsibilities

• Design and implement IT Service Management processes aligned with ITIL best practices.
• Define service architecture, governance frameworks, and operational standards.
• Lead Incident, Problem, Change, and Release Management processes.
• Establish and monitor SLAs, OLAs, KPIs, and service performance metrics.
• Drive continual service improvement initiatives across IT operations.
• Collaborate with business and technology teams to align services with organizational objectives.
• Conduct process assessments, audits, and compliance reviews.
• Provide guidance on service transition, service design, and operational readiness.
• Support ServiceNow/ITSM tool implementation and optimization.
• Prepare executive dashboards, reports, and service review presentations.

Preferred candidate profile