IT Service Management Lead

2 semanas atrás


Lisboa, Lisboa, Portugal Phiture Tempo inteiro
Drive IT Service Management Transformation

We are seeking a seasoned Process Analyst with expertise in IT Service Management to spearhead a transition from ITILv3 to ITILv4, ensuring seamless convergence of process management across multiple geographical locations and fostering continuous improvement within our service delivery framework.

Key Challenges:

  • Drive the transition from ITILv3 to ITILv4, modernizing service delivery processes.
  • Ensure consistent process management across regions using advanced BPM tools.
  • Lead continuous improvement initiatives that enhance service delivery effectiveness and efficiency through process modeling and simulation.

Responsibilities:

  1. Develop and Implement ITIL4 Transition Strategy: Design and execute transition strategies to ITIL4, including training and communication plans for smooth adoption.
  2. Analyze and Standardize IT Service Processes: Evaluate current IT service delivery practices across regions and establish a unified process management framework using BPM tools.
  3. Collaborate with Global IT Teams: Work with global IT teams to align and standardize practices, focusing on compliance and auditing.
  4. Monitor Process Improvement Initiatives: Track and report on process management initiatives and their impact on service delivery; leverage process simulation tools to forecast outcomes and adjust strategies as needed.
  5. Identify and Lead Process Improvement Projects: Discover opportunities for process enhancement to improve service quality and operational efficiency, ensuring compliance with auditing standards.
  6. Optimize Processes with Lean and Agile Principles: Enhance agility and reduce process cycle times through lean and agile methodologies.
  7. Drive Continuous Improvement: Use ITILv4 best practices to maintain ITSM processes at the forefront of industry standards.
  8. Stakeholder Engagement for ITSM Changes: Ensure support for ITSM process changes through effective stakeholder engagement and robust change management plans.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • ITIL4 certification is highly preferred.
  • Demonstrated experience in IT service management with expertise in process transition and implementation.
  • Strong analytical and problem-solving skills.
  • Excellent communication and project management abilities.
  • Proficiency in BPM tools, process modeling, and simulation.

Estimated Salary: $85,000 - $110,000 per year, depending on experience.


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