ITSM Tech Lead

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The IT Service Management (ITSM) Tech Lead oversees the daily operations of the ITSM team, ensuring high-quality service delivery.

This role involves identifying, designing, and implementing IT service management processes, utilizing JIRA for tracking activities, and implementing ITIL best practices.

The ideal candidate is a strategic thinker with a strong background in ITIL transformations and a commitment to continual improvement.

Key Accountabilities/Deliverables:

Process Design and Improvement:


* Identify, design, and implement IT service management processes.


* Continually review and improve existing processes in line with business and technology changes.


* Define and maintain IT service management processes, ensuring quality and efficiency.


* Implement and manage CMDB (Configuration Management Database) and CSDM (Common Service Data Model) to support ITIL processes.

JIRA Management:


* Utilize JIRA to manage and track IT service management activities.


* Develop workflows, custom fields, dashboards, reports, and other JIRA capabilities to improve the ITSM process.

ITIL Implementation:


* Implement ITIL best practices and methodologies to improve service delivery and customer satisfaction.


* Responsible for ITSM ITIL innovation and promoting constant process improvement for change management.


* Oversee ITIL disciplines including change management, problem management, incident management, and service level management.

Incident and Major Incident Management:


* Manage and monitor the incident management process to ensure timely resolution of all incidents.


* Develop and maintain the major incident management process, including a communication strategy for highly impactful events that may have regulatory implications to the business.

Problem Management:


* Establish and drive the problem management process, focusing on both reactive and proactive problem management.


* Identify and analyze root causes of incidents to prevent recurrence.


* Implement problem management processes to improve service reliability and performance.


* Support event monitoring to identify and address potential issues before they become incidents.

Continual Improvement:


* Promote a culture of continual improvement by regularly reviewing and analyzing ITSM performance data.


* Propose and implement process enhancements, automation, and self-service initiatives to improve service delivery and customer satisfaction.

Change Control and Enablement:


* Run weekly CAB (Change Advisory Board) calls as the change manager.


* Manage change control processes to ensure smooth implementation of changes with minimal impact on services.


* Enable and support change initiatives to drive organizational transformation and innovation.

Team Mentorship and Development:


* Mentor and develop team members, promoting a culture of continuous learning and improvement.


* Lead the IT ser...