Job Description

A senior-level position responsible for defining, implementing, and optimizing ITIL processes while leading service transition initiatives across the organization. This role to drive operational excellence, digital transformation and customer experience.

Key Responsibilities

Process Management

  • Map and optimize process interlocks across service management functions
  • Develop and maintain use cases for process implementation
  • Lead ITSM tool configurations and implementations (ServiceNow)
  • Design and implement customer-specific ITIL operational solutions
  • Establish and maintain operational level agreements (OLAs)

Integration & Transition Management

  • Establish and maintain delivery frameworks for service transition
  • Lead business requirements gathering and analysis
  • Orchestrate operational readiness activities
  • Develop and execute transition strategies
  • Implement ri...

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