Process Team Lead (ITSM)
Our client a GOLIATH in their field is looking for a Process Team Lead (ITSM) to come in and manage a team of Problem, Change and Incident Managers.Duties and Responsibilities:Define and establish service goals, expected outcomes and measurable resultsDesign and utilise score-cards, surveys, methods and tools to monitor KPI, OLA and SLA complianceCollaborate with relevant teams to define the service portfolio road map, maturity path, customer priorities and drive to continuously improve maturity levelsAccountable for the strategic direction and guidance of ITSM processes and functions, as well as their supporting toolsIdentify and define opportunities for process improvement and adhere to the principals of Continual Service Improvement utilising metrics to ensure processes provide the anticipated value to stakeholders and usersContinually analyse and refine service portfolio metrics to help shape the future ITSM StrategyWhat you will have:A number of year experience of;Coaching, mentoring and motivating ITSM managers and staff to increase service and staff performance, end-user satisfaction, and employee satisfactionDemonstrable and relatively recent experience in ITSM (IT Service Management) and/or IT Service Delivery Leadership.Significant experience working within the ITIL Framework with formal Service Management to include but not limited to:Incident ManagementProblem ManagementChange Management If this sounds like you then apply NOW!!
apply now