IT Service Management Lead
2 semanas atrás
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:
- Develop and Implement ITIL4 Transition Strategy: Design and execute transition strategies to ITIL4, including training and communication plans for smooth adoption.
- Analyze and Standardize IT Service Processes: Evaluate current IT service delivery practices across regions and establish a unified process management framework using BPM tools.
- Collaborate with Global IT Teams: Work with global IT teams to align and standardize practices, focusing on compliance and auditing.
- 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.
- Identify and Lead Process Improvement Projects: Discover opportunities for process enhancement to improve service quality and operational efficiency, ensuring compliance with auditing standards.
- Optimize Processes with Lean and Agile Principles: Enhance agility and reduce process cycle times through lean and agile methodologies.
- Drive Continuous Improvement: Use ITILv4 best practices to maintain ITSM processes at the forefront of industry standards.
- 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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