Provide services in the following areas:

• Overseeing the design, implementation, and management of IT service management processes and practices to ensure the delivery of high-quality IT services
• Involves leading a team, collaborating with stakeholders, and ensuring alignment with ITIL best practices

Main Responsibilities

• Service Management Strategy: Develop and implement IT service management strategies that align with business objectives and ensure effective service delivery
• Process Management: Oversee the design, documentation, and implementation of ITSM processes including Incident Management, Problem Management, Change Management, and Service Level Management Stakeholder
• Collaboration: Work closely with IT teams, business units, and external vendors to ensure alignment and effective service delivery
• Performance Metrics: Define and monitor key performance indicators (KPis) to assess service performance and identify areas for improvement
• Problem Resolution: Act as a point of escalation for complex incidents and service issues, ensuring timely resolution and communication
• Training and Awareness: Provide training and support to staff on ITSM processes tools and best practices Compliance and Governance: Ensure ITSM processes comply with relevant regulations and internal policies

Requirement

• 5 years or above IT experience
• Proven experience with ITIL frameworks and service delivery management
• IT, Project management
• ITIL certification or knowledge covering Incident/Problem/Change
• Proven IT management experience in banking