Requirements: 

• Minimum of Bachelor's Degree in Computer Science, Information Systems, or equivalent field. 
• 8-12 years of related and progressive experience combining IT delivery, solutions implementation, project management, operations management, team leadership. 
• At least 5 years’ experience in delivering IT Service Management (ITSM) and process management through a structured approach, in a corporate environment; including ISO20000 and CMMI certification. 
• Service, project and results-orientation, with strong analytical and problem-solving skills. 
• High-energy work ethic, ability to establish vision, drive change and deliver results. 
• Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions. 
• Knowledge of developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments. 
• Experience of ITSM software applications and tools, analysis, and reporting. 
• Knowledge of developing and managing continuous improvement programs. 
• Qualifications: ITIL v3 Expert certification with strong knowledge of ITIL is mandatory. 
• ISO20000, CobIT v5, BPM, CMMI, Six Sigma, CISA, CGEIT training and certification valuable. 
• Project Management certification preferred. 

• Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability. Instil service orientation and ITSM awareness. 
• Own specific IT Services and ensure their effective delivery, management and improvement to meet company and client needs. 
• Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements. 
• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above. 
• Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes. 
• Develop both short- and long-term service and process goals and maturity levels to be achieved over the specified time period. 
• Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives. 
• Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction