Head of IT Service Management

دوام كامل في a Laimoon Verified Company في Saudi Arabia

نُشرت يوم February 5, 2025

تفاصيل الوظيفة

Key Responsibilities:

Lead and manage a large team of professionals covering service desk, incident, problem, change, capacity, release, and availability management.
Develop and implement a comprehensive ITSM strategy aligned with business needs, industry best practices, and regulatory requirements.
Define, measure, and report on key performance indicators (KPIs) to track service quality and identify areas for improvement.
Drive continuous improvement by implementing process automation, streamlining workflows, and adopting new technologies.
Manage service level agreements (SLAs) and ensure service desk and IT operations meet agreed-upon service levels.
Oversee incident and problem management, ensuring timely resolution and proactive identification and prevention of recurring issues.
Manage change management processes to minimize risks and ensure smooth deployments of new technologies and updates.
Optimize capacity management to ensure IT infrastructure can meet current and future demands.
Plan and execute release management to ensure successful delivery of new features and updates.
Maintain compliance with relevant industry standards and regulations.
Develop and nurture strong relationships with business stakeholders across the functions to understand their needs and ensure IT services are aligned with their objectives.
Stay up to date on the latest trends and best practices in ITSM.
Develop and implement a comprehensive testing strategy.
Oversee the UAT team and ensure effective execution of User Acceptance Testing (UAT) processes.

Qualifications:

Bachelor's degree in IT, Business Administration, or a related field.
Proven experience leading and managing a large IT service management team (5+ years preferred).
In-depth knowledge of ITSM frameworks and methodologies.
Certifications:
ITIL Expert, or equivalent qualifications demonstrating deep understanding of ITSM best practice.
Experience with service desk, incident, problem, change, capacity, release, and availability management processes.
Proven experience in managing testing teams and UAT processes.
Strong understanding of testing methodologies and tools.
Excellent analytical and problem-solving skills.
Exceptional communication and interpersonal skills.
Ability to work independently and as part of a team.

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