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 results
• Design and utilise score-cards, surveys, methods and tools to monitor KPI, OLA and SLA compliance
• Collaborate with relevant teams to define the service portfolio road map, maturity path, customer priorities and drive to continuously improve maturity levels
• Accountable for the strategic direction and guidance of ITSM processes and functions, as well as their supporting tools
• Identify 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 users
• Continually analyse and refine service portfolio metrics to help shape the future ITSM Strategy

What 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 satisfaction
• Demonstrable 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 Management
• Problem Management
• Change Management

 If this sounds like you then apply NOW!!