Job Description

MAIN OBJECTIVE OF ROLE: To support the implementation, maintenance, and continuous improvement of IT Service Management (ITSM) processes to ensure efficient, reliable, and compliant IT service delivery across the organization in alignment with ITIL best practices and operational excellence standards. KEY RESPONSIBILITIES:

• Leads the execution of ITSM processes, including Incident, Problem, Change, and Service Request Management.
• Manages day-to-day ITSM operations to ensure service delivery meets to defined SLAs and KPIs.
• Coordinates with internal teams and external vendors to resolve service issues and requests promptly.
• Monitors ITSM tool performance and ensures data accuracy, completeness, and reliability for reporting and analysis.
• Implements process improvements within ITSM workflows to enhance service quality and efficiency.
• Develops and maintains ITSM documentation, including policies, procedures, and workflows to standardize service operations.
• Ensures compliance with IT governance, security standards, and regulatory requirements.
• Analyzes service performance metrics and prepares regular reports to identify trends, issues, and opportunities for improvement for management review.
• Facilitates root cause analysis for recurring incidents and drives corrective actions.
• Supports change management activities, including risk assessment and impact analysis.
• Provides training and guidance to IT teams on ITSM processes and best practices.
• Collaborates with stakeholders to align IT services with organizational objectives and operational needs.
• Maintains the IT service catalog and ensures accurate service definitions.
• Drives continuous improvement initiatives based on feedback and performance trends.
• Escalates critical issues to management and ensures timely resolution.

QUALIFICATIONS:

• Bachelor's Degree (3+ years)
• Bachelor's degree in Computer Science, Information Management, Business, or related field
• Fluent in English (other languages an advantage)
• Experience with ITSM tools and processes, including incident, problem, change management, and vendor coordination
• Symphony AI, Power BI, MS Office
• Years with qualifications: 3 - 5 years
• ITIL Practitioner, ITSM tools certification preferred

COMPETENCIES:

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)

ISR Requirements: Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.

Skills Required