Job Purpose

Responsible for governing IT Service Management (ITSM) processes, ensuring effective change, incident and problem management, maintaining the service catalogue, coordinating audits, monitoring service levels, and driving continuous improvement across Technology Services.

Key Responsibilities

• Develop and maintain ITIL-aligned processes, procedures and workflows.
• Manage change management processes and coordinate Change Advisory Board (CAB) activities.
• Coordinate major incidents, escalations, root cause analysis and corrective actions.
• Maintain the service catalogue and configuration governance records.
• Monitor SLA/OLA compliance and prepare service management reports.
• Coordinate service transition and operational readiness before BAU handover.
• Coordinate Technology Operations audits, evidence collection and corrective action closure.
• Identify opportunities for process automation and continuous improvement.
• Support business continuity planning, disaster recovery documentation and continuity exercises.
• Deliver ITSM awareness, induction and refresher training.
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Qualifications and Experience

• Bachelor's degree in IT, Computer Science, Information Systems or a related field, or equivalent relevant experience.
• Minimum 7 years of relevant IT Service Management experience.
• ITIL Foundation certification required; advanced ITIL certifications are desirable.
• Experience with enterprise ITSM platforms, preferably ManageEngine ServiceDesk Plus.
• Knowledge of change, incident and problem management, service catalogues, SLA/OLA monitoring, audits and business continuity.
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