management processes for critical or recurring issues. Process & Continuous Improvement Identify service delivery gaps and lead initiatives to optimize operational processes. Ensure compliance with
ITIL practices and documentation standards. Contribute to change and release management planning in coordination with technical teams. Escalation & Risk Management Act as the escalation point … service performance reports and dashboards to both clients and internal leadership. Analyse service trends and recommend data-driven improvements. ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE: Minimum
ITIL V4 certification. Minimum 4 years’ experience in an externally facing SDM role or equivalent Experience in delivering fully outsourced Service Desk and Infrastructure Management … services. Extensive experience in delivering successful CSI initiatives. Excellent communication, customer presentation and customer relationship building skills. DESIRED KNOWLEDGE, SKILLS & EXPERIENCE:
ITIL certification. Technical experience with supporting corporate IT environments Prior experience in Incident or Problem Management. Service Now Tooling Experience KEY COMPETENCIES REQUIRE FOR ROLE Achievement Focus – Driving
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