ITIL Architect

A company is looking for an ITIL Architect to lead the transformation of Incident and Problem Management processes.

Key Responsibilities :

Lead the modernization of Incident and Problem Management processes aligned with ITIL best practices

Architect and support the development of an implementation roadmap for a digital-first strategy in ITSM workflows

Define KPIs and reporting frameworks to measure process effectiveness and promote ITIL maturity across the organization

Required Qualifications :

Proven experience leading and transforming Incident and Problem Management processes in large-scale IT environments

Strong understanding of ITIL v4 principles and certification (Foundation required; Intermediate or Expert preferred)

Demonstrated success in implementing digital-first ITSM solutions, including automation and self-service portals

Experience with ITSM platforms such as ServiceNow or BMC Remedy

Experience working in a Product Operating Model