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!!