Cape Town, South Africa | Posted on 15/10/2024
We are seeking an experienced IT Service Management Specialist to oversee the implementation and operations of ITSM processes within our organization. The ideal candidate will possess a relevant Bachelor’s degree and an ITIL certification, along with at least five years of experience in IT Service Management within a large-scale environment. This role is crucial for ensuring that IT services align with business needs and are delivered efficiently and effectively.
Duties and responsibilities :
- ITIL Process Implementation: Lead the implementation of ITIL processes (Incident Management, Change Management, Problem Management, etc.) across the organization, ensuring adherence to best practices.
- Service Level Management: Develop, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service delivery meets organizational standards.
- Stakeholder Collaboration: Work closely with cross-functional teams, including IT operations, support, and business units, to align IT services with business objectives.
- Continuous Improvement: Identify opportunities for process improvements and efficiency gains within ITSM practices. Facilitate workshops and training sessions to promote a culture of continuous improvement.
- Documentation and Reporting: Maintain accurate documentation of ITSM processes, procedures, and workflows. Prepare regular reports on service performance and improvement initiatives.
- Change Management: Oversee the change management process, ensuring all changes are assessed, authorized, and implemented with minimal disruption to services.
- Incident and Problem Management: Manage the incident and problem management processes, ensuring timely resolution of issues and minimizing the impact on business operations.
- Tool Management: Administer and optimize ITSM tools and platforms, ensuring they are effectively utilized to support service delivery and reporting needs.
Requirements
Qualifications :
- Education: Relevant Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Certification: ITIL certification (e.g., ITIL Foundation, ITIL Intermediate, or ITIL Expert).
- Experience: Minimum of 5 years of experience in IT Service Management operations within a large organization.
- Technical Skills: Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management) and understanding of IT infrastructure and operations.
- Analytical Skills: Strong analytical and problem-solving abilities to assess service performance and identify areas for improvement.
- Communication Skills: Excellent verbal and written communication skills, with the ability to interact with stakeholders at all levels of the organization.
Desired Competencies :
- Project Management: Familiarity with project management methodologies (Agile, Waterfall) to effectively manage ITSM projects.
- Team Collaboration: Ability to work collaboratively in a team environment, fostering positive relationships with colleagues and stakeholders.
- Customer Focus: Strong customer service orientation, ensuring that IT services meet user needs and expectations.
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