Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 20000, DevOps is a must
Good knowledge of cloud technologies, primarily Microsoft Azure & Google Cloud Technologies
Understanding of Agile / Scrum / DevOps approach to realize business value for the customer
Skilled in data analytics through reports to assess process health, identify gaps, and recommend actionable improvements.
Experience managing service management processes, policies, procedures, and guidelines
Strong leadership skills and the ability to work effectively with business people and IT operations staff
Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals
Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the Operations, Product and Development teams, management, and business personnel
Professionalism and commitment which includes investing time outside office hours when deemed required
Ability to build productive relationships with peers and customers
Description of level of Qualifications
Bachelor's degree in Information Technology or Computer Science or related discipline or equivalent professional experience
8+ years of experience in IT Service Management, with 4+ years professional experience in IT Service Management
ITIL Certification is a must: ITIL Managing Professional, Practice Manager certification is a plus
Familiarity with ITSM platforms (e.g., ServiceNow)
Demonstrated ability to engage and brief senior leadership and executives
Exceptional Major Incident communication skills and decision‑making skills under pressure
Experience/Knowledge
Strong understanding of ITIL framework (ITIL certification preferred).
Experience with ServiceNow or similar ITSM platforms.
Excellent communication and stakeholder management skills.
Analytical mindset with experience in metrics and reporting.
High proficiency in English (spoken and written).
Experience of working in a multi-cultural and multi-vendor environment in a multi-discipline team in multiple country locations with sound knowledge in building effective working relationships.
Up-to-date market understanding of cloud technologies
Experience in technology architecture in an enterprise environment
Experience in ITSM process governance
Demonstrable experience with Service Operations
A strong understanding of IT / Business processes, challenges, and issues
Attention to detail and pride in well-presented and accurate work; Strong problem solving, analytical, and independent judgment skills to support an environment driven by customer service and teamwork
Must be able to work autonomously and independently with minimal guidance
Open to adopting artificial intelligence and keen to identify and implement automation opportunities that improve ITSM process efficiency, governance, decision-making, and service outcomes.
