Total-TECH Co.
” The Job Description”
- Lead and manage transformation initiatives aimed at integrating operational activities with strategic objectives to enhance service delivery and efficiency.
- Develop and implement managed services frameworks based on ITIL best practices to improve service quality and operational performance.
- Define and monitor quality metrics to ensure services meet or exceed industry standards and customer expectations.
- Collaborate with cross-functional teams to identify areas for improvement, ensuring alignment between transformation goals and operational processes.
- Maintain a comprehensive understanding of ITIL practices and ensure their application in service management processes.
- Conduct solid data analysis and work with large data sets using tools such as Excel, Macros, and Power BI to support decision-making and identify improvement opportunities.
- Create and maintain detailed documentation, including operational runbooks, operating models, and engagement models, to support consistent and efficient service delivery.
- Monitor and report on performance metrics to identify trends and areas for enhancement.
- Foster a culture of excellence and innovation within the managed services team.
- Engage with customers to understand their requirements and ensure services are aligned with their needs.
- Facilitate training and development programs to enhance team capabilities in quality management and transformation.
Requirements:
- Bachelor’s degree in Information Technology, Business Management, or a related field.
- Minimum of 12+ years of experience in IT service management, quality management, or transformation roles within IT Infrastructure , a managed services Experience is a plus.
- certifications such as ITIL, Six Sigma, or PMP.
- Proven experience in implementing ITIL processes and frameworks.
- Proven experience in defining quality metrics and driving operational transformation initiatives.
Personal Qualities:
- Strong leadership and project management skills.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
- Analytical mindset with a focus on problem-solving and strategic thinking.
- Adaptability and a proactive approach to managing change and transformation.
- Exceptional documentation skills to build and document operational runbooks, operating models, and engagement models.