Service Management Lead

The Role Reporting to Head of Service Management, the Service Management Lead will provide the vision, thought leadership, governance and continuous improvement of the IT Service Management. He will be accountable for ensuring that all ITIL processes are understood and consistently adhered to and executed by product/service owners throughout IT. Key responsibilities  Own, promote & governance of IT Service Management covering Incident, Problem, Change and Service Level Management.  Driving standardization, implementation, adoption in the Service Management disciplines above  Identify areas for IT continuous improvements across the organization  Define, aligned and document Service Management processes with stakeholders across IT and businesses which will form the Group’s ITIL framework  Facilitate and govern IT Service Level/Object Level Agreement across multiple functions, businesses and partners  Partner with stakeholders to Define Key performance Indicator (KPI) for various IT Services  Track KPI and communicate through Management review meetings  Manage exceptions to defined ITSM process when scenario warrants it  Lead, mentor and develop a team of ITSM staff using a supportive and collaborative approach