Manager, Services Management

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Key Responsibilities

1. Service Management Practice Setup & Leadership

• Design, establish, and lead the Service Management practice aligned to ITIL v4 principles.
• Define the service management operating model, governance structure, RACI, and escalation paths.
• Build and lead a central Service Management Office (SMO) or equivalent function.
• Act as the organizational authority on ITSM policies, standards, and best practices.

2. ITIL Process Ownership & Maturity

Own and mature end-to-end ITIL processes, including but not limited to:

• Incident Management
• Problem ...