Job Description
About the Role
:
Lead rollout and continuous improvement of enterprise ITSM processes and tooling (design, configuration, testing, acceptance, optimisation).Embed ITSM into application team operations and update Service Designs; establish Service Transition governance and integrate with IT Change Management for projects and BAU.Define escalation, communications and integration protocols with local Infra/Ops, Enterprise Help Desk/MIM, application sustainment teams and vendors; create runbooks for incident escalation and major incident response.Drive tooling integrations with monitoring/observability platforms and support automation/AI-enabled workflow opportunities to reduce manual effort.Develop role-based training, scenario-based learning pathways, playbooks and adoption campaigns for IT and business users; improve change management practices to drive compliance.Implement standard KPIs, dashboards and reporting (MTTR...
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