IT Service Management Lead

at  AUBAY SA

We are looking for an IT Service management Lead !
You will be responsible for planning, selecting the appropriate tool, designing, and documenting ITSM processes, ensuring they comply with ITIL best practices.
This role will also involve integrating a Configuration Management Database (CMDB) and a service catalog requesting interface.
The ITSM Lead will oversee the deployment and migration from the current tool to the newly selected solution, ensuring a smooth transition and ongoing operational excellence.

YOUR QUALIFICATIONS :

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• ITIL certification is highly desirable.
• Proven experience in IT service management, with a strong understanding of ITIL frameworks and best practices.
• Demonstrated experience in selecting, deploying, and managing ITSM tools and solutions.
• Expertise in designing and documenting ITIL-compliant incident, problem, and change management processes.
• Experience with CMDB implementation and service catalog integration.
• Strong project management skills, with the ability to oversee complex deployments and migrations.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.

• Tool Selection:
• Conduct a thorough Request for Proposal (RFP) process to evaluate potential ITSM tools, ensuring the selection is based on detailed requirements and stakeholder input.
• Conduct thorough market research and analysis to identify the most suitable ITSM tool that meets the company’s needs and aligns with industry best practices. Present recommendations and justifications to stakeholders for the selected ITSM tool.
• Process Design and Compliance:
• Design and document incident, problem, and change management processes in compliance with ITIL standards.
• Ensure that all lTSM processes are efficient, scalable, and aligned with organizational goals.
• Collaborate with various departments to understand their requirements and integrate them into the ITSM processes.
• CMDB and Service Catalog Integration:
• Plan and implement the integration of a Configuration Management Database (CMDB) to enhance asset management and service delivery.
• Develop and deploy a service catalog requesting interface to streamline service requests and improve user experience.
• Planning and Deployment:
• Create a comprehensive project plan for the selection, deployment, and migration to the new ITSM tool.
• Coordinate with internal teams and external vendors to ensure timely and successful implementation of the ITSM solution.
• Monitor the deployment process, addressing any issues that arise and making necessary adjustments to keep the project on track.
• Documentation and Training:
• Develop detailed documentation for ITSM processes, tool configuration, and user guides.
• Provide training and support to staff members to ensure they are proficient in using the new ITSM tool and processes.
• Ongoing Management and Improvement:
• Continuously monitor and evaluate the effectiveness of ITSM processes and tools.
• Ensure transparency and report Key Performance Indicators (KPls) and metrics to provide visibility for management.
• Identify areas for improvement and implement enhancements to optimize IT service delivery and support.