Our client, a global technology company is currently looking for a Regional IT Service Manager as part of their global team to partner service owners in various regions to ensure service quality/levels are adhered to the global service framework using business and data anlaysis.
Responsibilities
• Engage closely with regional service teams to guarantee the successful attainment of service benchmarks, ensuring compliance with SLAs and OLAs.
• Lead the initiation of new services alongside service owners, refining support models to elevate service quality for end users.
• Contribute to shaping and maintaining the IT service catalog, specifying service owners, associations, and corresponding SLA requirements for all IT services.
• Serve as a knowledge management intermediary within IT, spanning Level 1 to Level 3 support, identifying and documenting materials to support the organization's shift-left strategy.
• Champion global standardization initiatives for a uniform end-user experience and advocate for highly efficient IT operational excellence globally.
• Evaluate challenges in the team's workflow and collaboration processes, proposing and implementing solutions to enhance efficiency.
• Foster the adoption of best practices and methodologies within the team, aiming for high-quality output.
• Identify areas for service enhancement and execute strategies to optimize service delivery, collaborating with other IT teams for process improvement and efficiency, ensuring quality.
Requirements
• Holds a Bachelor's degree or higher, preferably with a major in Computer Science or equivalent
• At least 5 years of experience in optimizing IT Service systems, with a preference for individuals with relevant work experience in IT Service management.
• Demonstrated expertise in various IT domains, including first- and second-tier services, systems, networks, security, audio & video, LIVE, IT Office Buildout, transformation, and IT assets. Competence in case management, knowledge management design, and best practices is essential.
• Familiarity with key methods and frameworks in IT Service management, project management, and security control, such as ITIL, PMP, CISA, and COBIT
• Familiarity with ITIL/ISO20000, IT Service processes, and other system standards.ITIL Foundation certificates would be a plus
• Experience with ServiceNow service delivery and certification is also desirable.
• Experience in global collaboration, with an ability to empathize and understand various cultures and customs.
• A collaborative team player capable of working with colleagues across functions and geographical locations to deliver complex solutions.
• Extensive experience in constructing business cases supported by data and deriving project plans for successful implementation.
If you are interested in this position, please click “Apply Now” and we will review your qualifications & reach out to you for further discussion & next steps.
Only shortlisted candidates will be responded to, therefore if you do not receive a response within 14 days please accept this as notification that you have not been shortlisted.
EA Licence No: 11C5502
Registration No: R1983255
