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Head of IT Service Management
2 weeks ago
Job Description:
- Oversee service delivery operations by ensuring that the IT services align with predefined service level agreements (SLAs) and key performance indicators (KPIs).
- Monitors the service metrics and analyses customer feedback to identify areas for improvement and implement corrective action.
- Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
- Act as a point of escalation for complex customer issues.
- Lead the change, incident and problem management efforts by minimizing disruptions to maintain service continuity and quality.
- Manages projects by creating timelines, adhering to budgets, and assigning staff members.
- Proactively identify opportunities for continuous service improvement, recommending and implementing process improvements to enhance service quality and efficiency.
- Build and maintain strong relationships with internal and external stakeholders, collaborating closely with business units to understand their needs and align IT services accordingly.
- Maintains a strong partnership with technology, software, and security vendor
Required Skills:
- Minimum bachelor's degree in Computer Science, Engineering or Information Technology or relevant fields.
- Proven experience in IT Service Management.
- Strong Knowledge and Experience with ITIL Process and its implementation.
- Experience in data analysis and reporting.
- Experience in working with various IT domains such as Application Development, Infrastructure and Security.
- Experienced in using different project management methodologies such as Waterfall and Agile.
- Experience in handling PCI DSS Audit is a plus.
- Experience in payment gateway and or FinTech industry is a plus.
- Have a good analytic for troubleshooting and problem-solving skills.
- Enthusiastic and willing to learn in a dynamic environment.
Job Type: Full-time
Benefits:
- Additional leave
- Company events
- Health insurance
- Opportunities for promotion
- Promotion to permanent employee
Schedule:
- 8 hour shift
- On call
Supplemental pay types:
- 13th month salary
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