Position Overview
Descripción
Lead and manage IT service delivery operations, ensuring high performance across support teams and service functions.Design and implement ITSM processes aligned with ITIL best practices, including Incident, Problem, Change, and Configuration Management.Drive continuous improvement initiatives to enhance service quality, efficiency, and user experience.Manage service performance through KPIs, SLAs, and reporting, providing insights to senior leadership.Coordinate major incidents, ensuring effective communication, timely resolution, and root cause analysis.Oversee vendor performance, ensuring contractual compliance and continuous service improvement.Collaborate with cross-functional teams to align IT services with business needs.Lead ServiceNow optimisation and adoption, including workflows and service enhancements.Ensure compliance with internal policies, governance standards, an...