Description
· Assess today’s IT operations maturity, identify gaps plus design solutions.
· Set up ITSM planning, identify implementation needs, and also style ITSM blueprint roadmap.
· Develops, maintains, documents, then audits ITSM processes together with procedures.
· Define RACI matrix for doing it methods.
· Make sure that each procedure has a clearly defined input and outcome.
· Improve customer experience by supplying an effective and cohesive set of answers through a clear approach and data driven delivery model.
· Proactively learn brand new concepts and technologies in the event analysis of situations involves an exhaustive understanding of organizational goals.
· Develop ITSM Metrics, KPI’s, as well SLA’s.
· Analyze info obtained from ITSM programs and also makes good suggestions for process improvements.
· Assess AS IS ITSM technology, process & policies, and source and also pinpoint weakness area and pain point than industry best practices.
· Deliver impeccable quality of individuals, process, and tooling session to make sure our customers are correctly instructed and also supported in the places of their business that we are contracted to participate.
· Demonstrate maximum breadth of understanding and flexibility across most IT subject areas to tactfully and relentlessly look for opportunities to develop and elongate the client engagements.
· Makes decisions regarding process as well as service improvements and third-party tools for implementation.
· Drives the delivery of ITSM roadmaps to guarantee that processes or services are arranged with stakeholder needs.
· Leads ITSM process as well as service improvement efforts for designated initiatives by cultivating powerful collaborative working relationships with cross functional teams on process improvement project.
Requirements:
· Assess today’s IT operations maturity, identify gaps plus design solutions.
· Set up ITSM planning, identify implementation needs, and also style ITSM blueprint roadmap.
· Develops, maintains, documents, then audits ITSM processes together with procedures.
· Define RACI matrix for doing it methods.
· Make sure that each procedure has a clearly defined input and outcome.
· Improve customer experience by supplying an effective and cohesive set of answers through a clear approach and data driven delivery model.
· Proactively learn brand new concepts and technologies in the event analysis of situations involves an exhaustive understanding of organizational goals.
· Develop ITSM Metrics, KPI’s, as well SLA’s.
· Analyze info obtained from ITSM programs and also makes good suggestions for process improvements.
· Assess AS IS ITSM technology, process & policies, and source and also pinpoint weakness area and pain point than industry best practices.
· Deliver impeccable quality of individuals, process, and tooling session to make sure our customers are correctly instructed and also supported in the places of their business that we are contracted to participate.
· Demonstrate maximum breadth of understanding and flexibility across most IT subject areas to tactfully and relentlessly look for opportunities to develop and elongate the client engagements.
· Makes decisions regarding process as well as service improvements and third-party tools for implementation.
· Drives the delivery of ITSM roadmaps to guarantee that processes or services are arranged with stakeholder needs.
· Leads ITSM process as well as service improvement efforts for designated initiatives by cultivating powerful collaborative working relationships with cross functional teams on process improvement project, Bachelor/ Master ‘s degree in IT or maybe related field.
· Bare minimum of ten years relevant expertise in IT and a minimum of seven yrs of experience in ITSM field.
· English and arabic (Advance level).
· understanding and Hands-On experience in ITSM tool implementation like ServiceNow, JIRA, as well BMC Remedy.
· experience and Understanding of IT Service Management (ITSM) services, IT Enterprise architectures, and also the way to function as an advocate for an assigned service area.
· Familiarity with different IT service management frameworks along with methodologies.
· Certified in one or even more ITIL Managing professional, COBIT 2019 Implementation and Design, ISO 20000 LA/LI is a necessity.
· Great communication skills.
