ABOUT THE JOB
- Oversee the delivery and improvement of IT service management processes and tools, ensuring alignment with best practices and customer expectations
- Lead the automation of ITSM workflows and tasks, leveraging emerging technologies and platforms to enhance efficiency and effectiveness
- Report to the manager of ITSM operations and automation and supervise a team of ITSM analysts and specialists
- Manage the day-to-day operations of ITSM processes and tools, including incident management, problem management, change management, configuration management, service level management, and service catalog management
- Ensure that ITSM processes and tools are aligned with ITIL standards, IT governance frameworks, and business requirements
- Monitor and report on the performance and availability of ITSM processes and tools, using key performance indicators (KPIs) and metrics
- Identify and implement opportunities for continuous improvement and automation of ITSM processes and tools, using agile and lean methodologies.
- Lead the design, development, testing, and deployment of ITSM automation solutions, using various technologies and platforms, such as scripting, orchestration, chatbots, RPA, AI, and cloud
- Collaborate with IT and business stakeholders to understand their needs and expectations and provide guidance and support on ITSM best practices and automation solutions
- Manage the ITSM operations and automation team, including hiring, training, coaching, performance management, and career development
- Manage the ITSM operations and automation budget, ensuring cost-effectiveness and alignment with IT and business objectives.
