Total-TECH Co.
” The Job Description”
- Assess current IT operations maturity, identify gaps and shape solutions.
- Set up ITSM planning, identify implementation requirements, and design ITSM blueprint roadmap.
- Develops, documents, maintains, and audits ITSM processes and procedures.
- Define RACI matrix for IT resources.
- Ensure that each process has a clearly defined input and outcome.
- Improve customer experience by delivering a cohesive and effective set of solutions through a clear strategy and data-driven delivery model.
- Proactively learn new concepts and technologies in the event analysis of situations requires an in-depth knowledge of organizational objectives.
- Develop ITSM Metrics, KPI’s, and SLA’s.
- Analyze information obtained from ITSM tools and makes sound recommendations for process improvements.
- Assess AS-IS ITSM technology, process & policies, and resource and identify weakness area and pain point compared to industry best practices.
- Deliver impeccable quality of people, process, and tooling consultation to ensure our clients are properly guided and supported in the areas of their business for which we’re contracted to engage.
- Demonstrate maximum breadth of understanding and flexibility across all IT subject areas to relentlessly and tactfully seek out opportunities to grow and elongate the client engagements.
- Makes decisions regarding process and/or service improvements and third-party tools for implementation.
- Drives the execution of ITSM roadmaps to ensure that processes and/or services are aligned with stakeholder needs.
- Leads ITSM process and/or service improvement efforts for designated initiatives by cultivating strong collaborative working relationships with cross-functional teams on
- process improvement project.
Requirements:
- Assess current IT operations maturity, identify gaps and shape solutions.
- Set up ITSM planning, identify implementation requirements, and design ITSM blueprint roadmap.
- Develops, documents, maintains, and audits ITSM processes and procedures.
- Define RACI matrix for IT resources.
- Ensure that each process has a clearly defined input and outcome.
- Improve customer experience by delivering a cohesive and effective set of solutions through a clear strategy and data-driven delivery model.
- Proactively learn new concepts and technologies in the event analysis of situations requires an in-depth knowledge of organizational objectives.
- Develop ITSM Metrics, KPI’s, and SLA’s.
- Analyze information obtained from ITSM tools and makes sound recommendations for process improvements.
- Assess AS-IS ITSM technology, process & policies, and resource and identify weakness area and pain point compared to industry best practices.
- Deliver impeccable quality of people, process, and tooling consultation to ensure our clients are properly guided and supported in the areas of their business for which we’re contracted to engage.
- Demonstrate maximum breadth of understanding and flexibility across all IT subject areas to relentlessly and tactfully seek out opportunities to grow and elongate the client engagements.
- Makes decisions regarding process and/or service improvements and third-party tools for implementation.
- Drives the execution of ITSM roadmaps to ensure that processes and/or services are aligned with stakeholder needs.
- Leads ITSM process and/or service improvement efforts for designated initiatives by cultivating strong collaborative working relationships with cross-functional teams on
- process improvement project, Bachelor/ Master’s degree in IT or relevant field.
- Minimum of 10 years relevant experience in IT and at least 7 years of experience in ITSM field.
- Arabic and English (Advance level).
- Understanding and hands-on experience in ITSM tool implementation such as ServiceNow, JIRA, and BMC Remedy.
- Experience and understanding of IT Service Management (ITSM) services, IT Enterprise architectures, and how to serve as an advocate for an assigned service area.
- Familiarity with various IT service management frameworks and methodologies.
- Certified in one or more ITIL Managing professional, COBIT 2019 Design and Implementation, ISO 20000 LA/LI is a must.
- Excellent communication skills.