Service Management Lead

Overview Talent Acquisition Business Partner | Tech Hunter | Career Match Maker Is this your next challenge as ITSM Lead Service Management or ITSM oversees the incident management, problem management, change management and service level management of DFI. Reporting to Group Technology Operation Services Director, the Service Management Lead will provide the vision, thought leadership, governance and continuous improvement of the IT Service Management. He/She will be accountable for ensuring that all ITIL processes are understood and consistently adhered to and executed by product/service owners throughout IT. The challenge is to: Own, promote, and govern IT Service Management, covering Incident, Problem, Change, and Service Level Management. Drive standardization, implementation, and adoption of Service Management disciplines throughout the organization. Identify areas for continuous improvement in IT practices across the business. Define, align, and document Service Management processes in collaboration with stakeholders in IT and business units, establishing the Group’s ITIL framework. Facilitate and govern IT Service Level and Operational Level Agreements across multiple functions, businesses, and partners. Partner with stakeholders to define Key Performance Indicators (KPIs) for various IT services. Track KPIs and communicate performance through management review meetings. Manage exceptions to established ITSM processes when necessary. Lead, mentor, and develop the ITSM team through a supportive and collaborative leadership approach. Do you have experience in? Educational Background: A degree in an IT-related field. Professional Experience: At least 10 years of experience in various IT roles, with a minimum of 5 years in an IT Service Management leadership position. ITSM Expertise: Comprehensive knowledge and practical experience in Incident, Problem, Change, and Service Level Management. Performance Management: Proficiency in timely tracking and analysis of Key Performance Indicators (KPIs). Process Understanding: Thorough understanding of the end-to-end IT software and system lifecycle, encompassing concept, design, development, testing, deployment, operations, and maintenance. Communication Skills: Strong written and verbal communication abilities, with the capacity to engage effectively with both peers and executive leadership. Analytical and Problem-Solving Abilities: Excellent logical and analytical thinking skills, demonstrating agility in addressing and resolving problems. Team Leadership: Significant experience in leading, coaching, and empowering remote teams. Certifications: Current ITIL certifications. If you have the right skills and experience, this is an opportunity to build your career with Asia’s leading retailer. EEO DFI Retail Group is an equal opportunity employer and responsible for ensuring that all personal information collected from each Candidate presented to DFI Retail Group is used for recruitment purposes only and the personal data will be kept and handled confidentially. We will retain the applications of candidates not selected for a period of no more than 24 months. The data collection process is in accordance with all applicable laws and compliant with the Code of Practice on Human Resource Management. To find out more about Our Businesses and Our People, please visit our website: Seniorities and Employment Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: Retail Referrals increase your chances of interviewing at DFI Retail Group by 2x We are continuously updating job postings. Location and posting dates shown are indicative. #J-18808-Ljbffr