KEY RESPONSIBILITY

• Manage the delivery of IT services (infrastructure, applications, user support) to ensure business continuity.
• Monitor service performance against SLAs, identifying gaps and ensuring corrective actions.
• Collaborate with IT Planning and business stakeholders to align services with evolving business needs.
• Lead ITIL-based service management practices including Incident, Problem, Change, and Release Management.
• Ensure timely resolution of escalated issues and implement proactive measures for risk reduction.
• Oversee contracts and relationships with external vendors and service providers.
• Contribute to the IT strategy by proposing enhancements in service delivery models and tools.
• Drive adoption of automation and self-service initiatives for operational efficiency.Manage the IT Service Desk and ensure high customer satisfaction through responsive support.

QUALIFICATIONS, EXPERIENCE AND SKILLS

Essential Qualification: Bachelor’s in Computer Science, Information Technology, or related field
Desirable Qualification: ITIL Certification, PMP or equivalent service management credentials
Experience: Minimum 8–10 years in IT service management with at least 3 years in a managerial role

LI-JS

Please refer the Job description for details