Job Title:
ITSM Process Manager
Job Summary:
The ITSM Process Manager will be responsible for the design, implementation, and continuous improvement of IT Service Management processes in alignment with ITIL best practices. This role ensures that all IT services are delivered efficiently, effectively, and meet business objectives. The ITSM Process Manager collaborates with cross-functional teams, manages process performance, and promotes a culture of service excellence.
Key Responsibilities:
Process Management and Improvement:
• Develop, implement, and maintain ITSM processes such as Incident, Problem, Change, Service Request, and Configuration Management.
• Monitor and analyze the performance of ITSM processes to ensure continuous improvement and alignment with business goals.
• Ensure processes are documented, standardized, and communicated effectively across teams.
• Identify process gaps and inefficiencies, and implement solutions to address them.
Governance and Compliance:
• Ensure ITSM processes comply with organizational policies, industry standards, and regulatory requirements.
• Develop and manage Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to measure and report on process effectiveness.
Collaboration and Stakeholder Management:
• Collaborate with IT and business teams to ensure alignment of IT services with business needs.
• Act as a key point of contact for process-related inquiries and escalations.
• Train and educate staff on ITSM processes and their roles in service delivery.
Tools and Technologies:
• Oversee ITSM tools (e.g., ServiceNow,) and ensure they support process requirements effectively.
Reporting and Analysis:
• Prepare and present regular process performance reports to management.
• Use data analytics to identify trends, predict issues, and inform decision-making.
Required Qualifications:
Education:
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
Experience:
• 5+ years of experience in IT Service Management or a related role.
• Proven experience managing ITIL-based processes in an enterprise environment.
• Experience with ITSM tools like ServiceNow, BMC Remedy, or equivalent.
Certifications:
• ITIL Certification (mandatory).
• Advanced ITIL certifications or other ITSM-related certifications (preferred).
Skills:
• Strong understanding of ITIL best practices and ITSM frameworks.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong communication and stakeholder management abilities.
• Experience with process automation and optimization.
Preferred Qualifications:
• Experience in Agile or DevOps environments.
• Knowledge of ISO 20000, COBIT, or other IT governance frameworks.
• Leadership or team management experience.
Job Title:
ITSM Process Manager
Job Summary:
The ITSM Process Manager will be responsible for the design, implementation, and continuous improvement of IT Service Management processes in alignment with ITIL best practices. This role ensures that all IT services are delivered efficiently, effectively, and meet business objectives. The ITSM Process Manager collaborates with cross-functional teams, manages process performance, and promotes a culture of service excellence.
Key Responsibilities:
Process Management and Improvement:
• Develop, implement, and maintain ITSM processes such as Incident, Problem, Change, Service Request, and Configuration Management.
• Monitor and analyze the performance of ITSM processes to ensure continuous improvement and alignment with business goals.
• Ensure processes are documented, standardized, and communicated effectively across teams.
• Identify process gaps and inefficiencies, and implement solutions to address them.
Governance and Compliance:
• Ensure ITSM processes comply with organizational policies, industry standards, and regulatory requirements.
• Develop and manage Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to measure and report on process effectiveness.
Collaboration and Stakeholder Management:
• Collaborate with IT and business teams to ensure alignment of IT services with business needs.
• Act as a key point of contact for process-related inquiries and escalations.
• Train and educate staff on ITSM processes and their roles in service delivery.
Tools and Technologies:
• Oversee ITSM tools (e.g., ServiceNow,) and ensure they support process requirements effectively.
Reporting and Analysis:
• Prepare and present regular process performance reports to management.
• Use data analytics to identify trends, predict issues, and inform decision-making.
Required Qualifications:
Education:
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
Experience:
• 5+ years of experience in IT Service Management or a related role.
• Proven experience managing ITIL-based processes in an enterprise environment.
• Experience with ITSM tools like ServiceNow, BMC Remedy, or equivalent.
Certifications:
• ITIL Certification (mandatory).
• Advanced ITIL certifications or other ITSM-related certifications (preferred).
Skills:
• Strong understanding of ITIL best practices and ITSM frameworks.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong communication and stakeholder management abilities.
• Experience with process automation and optimization.
Preferred Qualifications:
• Experience in Agile or DevOps environments.
• Knowledge of ISO 20000, COBIT, or other IT governance frameworks.
• Leadership or team management experience.