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.
|