Job Description
- Maintain and manage the company's enterprise ICT service catalogue and global service desk.
- Develop standards and governance framework for enterprise-wide ICT services.
- Lead the development, implementation, and continual improvement of ITIL processes such as Incident, Problem, Change, and Configuration Management.
- Chair the company’s Global IT Change Approval Board (CAB) forum, responsible to review and assess Change Requests as per CAB governance.
- Work closely with peers to establish processes and service level objectives that assure system issues are resolved and user concerns are addressed consistent with defined service level expectations.
- Establish standards and matrices of performance, training and development programs, continuous improvement and other practices that assure a strong and efficient service capability with a user experience focus.
- Implement and manage the ITSM platform and be responsible for the deploy...
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