IT Service Management (ITSM) Director

Role purpose

The primary purpose of the ITSM Director is to lead and manage the ITSM Team and to have overall accountability for our ITSM framework and processes such as Incident, Change, Problem, Knowledge, Configuration, Service Catalogue, Service Transition and Service Level Management. Setting the vision and strategy for these processes and ensuring alignment with business and organizational goals and best practices (e.g. ITIL).

The ITSM Director with on-site presence at the Centre of Excellence to enhance governance, operational efficiency, and engagement with teams as a liaison between the business, technical teams, IT Domain Leads, and external service providers, managing service performance and SLAs. Ensuring that ITSM support regular service reviews in alignment with agreed governance. The role is further responsible for the management of the ServiceNow platform and for driving continuous improvements and enhancements within the platform to optimise ITS...