About the role
Technical skills * Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 20000, DevOps is a must * Good knowledge of cloud technologies, primarily Microsoft Azure & Google Cloud Technologies * Understanding of Agile / Scrum / DevOps approach to realize business value for the customer * Skilled in data analytics through reports to assess process health, identify gaps, and recommend actionable improvements. * Experience managing service management processes, policies, procedures, and guidelines * Strong leadership skills and the ability to work effectively with business people and IT operations staff * Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals * Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the Operations, Product and Development teams, management, and business personnel * Professionalism and commitment which includes investing time outside office hours when deemed required * Ability to build productive relationships with peers and customers
Description of level of Qualifications * Bachelor's degree in Information Technology or Computer Science or related discipline or equivalent professional experience * 8+ years of experience in IT Service Management, with 4+ years professional experience in IT Service Management
* ITIL Certification is a must: ITIL Managing Professional, Practice Manager certification is a plus * Familiarity with ITSM platforms (e.g., ServiceNow) * Demonstrated ability to engage and brief senior leadership and executives * Exceptional Major Incident communication skills and decision‑making skills under pressure
Experience/Knowledge * Strong understanding of ITIL framework (ITIL certification preferred). * Experience with ServiceNow or similar ITSM platforms. * Excellent communication and stakeholder management skills. * Analytical mindset with experience in metrics and reporting. * High proficiency in English (spoken and written). * Experience of working in a multi-cultural and multi-vendor environment in a multi-discipline team in multiple country locations with sound knowledge in building effective working relationships. * Up-to-date market understanding of cloud technologies * Experience in technology architecture in an enterprise environment * Experience in ITSM process governance * Demonstrable experience with Service Operations * A strong understanding of IT / Business processes, challenges, and issues * Attention to detail and pride in well-presented and accurate work; Strong problem solving, analytical, and independent judgment skills to support an environment driven by customer service and teamwork * Must be able to work autonomously and independently with minimal guidance * Open to adopting artificial intelligence and keen to identify and implement automation opportunities that improve ITSM process efficiency, governance, decision-making, and service outcomes.