ITSM Lead

Get AI-powered advice on this job and more exclusive features. Direct message the job poster from DFI Retail Group 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 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. The challenge is to: Own, promote & govern IT Service Management covering Incident, Problem, Change and Service Level Management. Drive standardisation, implementation, adoption in the Service Management disciplines above. Identify areas for IT continuous improvements across the organization. Define, align 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. Do you have experience in? Degree in IT related course. 10 years of IT careers in different positions with last 5 years in ITSM Management Position. Extensive experience with Incident, Problem, Change and Service Level Management. Timeliness in tracking and analysing KPI. Understand the end-to-end IT software/system relationship and its process from concept-> design-> development-> testing-> deployment-> operations-> maintenance. Good verbal and written communication skills. Able to effectively communicate with peers and executive leaders. Logical analytical skills with agility to towards problem-solving. Much experience in leading/coaching/empowering remote teams. Up to date ITIL certifications. If you have the right skills and experience, this is an opportunity to build your career with Asia’s leading retailer. 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: #J-18808-Ljbffr