Cape Town, South Africa | Posted on 15/10/2024 We are seeking an experienced IT Service Management Specialist to oversee the implementation and operations of ITSM processes within our organization. The ideal candidate will possess a relevant Bachelor's degree and an ITIL certification, along with at least five years of experience in IT Service Management within a large-scale environment. This role is crucial for ensuring that IT services align with business needs and are delivered efficiently and effectively. Duties and responsibilities: ITIL Process Implementation: Lead the implementation of ITIL processes (Incident Management, Change Management, Problem Management, etc.) across the organization, ensuring adherence to best practices. Service Level Management: Develop, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service delivery meets organizational standards. Stakeholder Collaboration: Work closely with cross-functional teams, including IT operations, support, and business units, to align IT services with business objectives. Continuous Improvement: Identify opportunities for process improvements and efficiency gains within ITSM practices. Facilitate workshops and training sessions to promote a culture of continuous improvement. Documentation and Reporting: Maintain accurate documentation of ITSM processes, procedures, and workflows. Prepare regular reports on service performance and improvement initiatives. Change Management: Oversee the change management process, ensuring all changes are assessed, authorized, and implemented with minimal disruption to services. Incident and Problem Management: Manage the incident and problem management processes, ensuring timely resolution of issues and minimizing the impact on business operations. Tool Management: Administer and optimize ITSM tools and platforms, ensuring they are effectively utilized to support service delivery and reporting needs. Requirements Qualifications: Education: Relevant Bachelor's degree in Information Technology, Computer Science, or a related field. Certification: ITIL certification (e.g., ITIL Foundation, ITIL Intermediate, or ITIL Expert). Experience: Minimum of 5 years of experience in IT Service Management operations within a large organization. Technical Skills: Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management) and understanding of IT infrastructure and operations. Analytical Skills: Strong analytical and problem-solving abilities to assess service performance and identify areas for improvement. Communication Skills: Excellent verbal and written communication skills, with the ability to interact with stakeholders at all levels of the organization. Desired Competencies: Project Management: Familiarity with project management methodologies (Agile, Waterfall) to effectively manage ITSM projects. Team Collaboration: Ability to work collaboratively in a team environment, fostering positive relationships with colleagues and stakeholders. Customer Focus: Strong customer service orientation, ensuring that IT services meet user needs and expectations.
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