Key Responsibilities:
- Own and govern ITSM processes, including Incident, Problem, Change, Release, and Service Transition management.
- Ensure all new services are fully operationally ready prior to go-live, including support models, documentation, and SLA definition.
- Act as the key interface between project teams, infrastructure, End User Services (EUS), and service operations to ensure alignment across all stages of delivery.
- Prevent incomplete or high-risk service handovers from projects into BAU by enforcing transition readiness standards.
- Lead the Change Advisory Board (CAB) and oversee change governance processes.
- Ensure all changes are properly risk-assessed, approved, scheduled, and effectively communicated to stakeholders.
- Drive reduction in failed changes, emergency changes, and unplanned service outages through strong change control practices.
- Manage ITSM tools and reporting, ensuring data accuracy, process compliance, and actionable service insights.
Qualifications:
- Bachelor's degree in information technology, Information Systems, or a related field.
- Minimum 5+ years of experience in Service Management and Service Transition is mandatory.
- ITIL 4 Managing Professional (MP) certification is required.
- ITIL 4 Foundation certification is an advantage.
- Proven experience in transitioning services from project delivery into BAU (Business as Usual) operations.
- Strong stakeholder management and communication skills, with the ability to influence across technical and non-technical teams.
- Ability to enforce governance and control frameworks while maintaining delivery speed and agility.
- Experience working with managed service providers (MSPs) and large-scale enterprise technology vendors.
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