Lead ITSM

Must Have Technical / Functional Skills

ITIL Strong Knowledge and Hands-on experience

Strong understanding of ITSM principles and best practices, including ITIL framework.

Experience with ITSM tools and platforms (e.g., ServiceNow).

Excellent communication, interpersonal, and problem-solving skills.

Ability to lead, mentor, and motivate teams.

Strong analytical and data analysis skills.

Bachelor's degree in computer science, information technology, or a related field.

Relevant certifications (e.g., ITIL V4, ServiceNow certifications)

Roles & Responsibilities

Developing and improving ITSM processes like incident and change management

Monitoring service delivery to meet agreed-upon service levels and address issues promptly

Establishing metrics to assess service performance and drive improvement initiatives

Promoting collaboration among IT teams and ensures clear communication with stakeholders

Analyzing processes for efficiency and implements changes to adapt to business needs