ITSM Process Lead
ITSM Process Lead
Posted on :
04-07-2025
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1 Vacancy
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Job Description
ITSM Process Lead
- Lead the design implementation and governance of ITIL processes across the IT organization.
- Act as the process owner for one or more ITIL processes (e.g. Incident Change Problem Service Request).
- Monitor process performance and ensure compliance with defined KPIs and SLAs.
- Collaborate with cross-functional teams to ensure seamless integration of ITIL processes.
- Conduct regular process audits and maturity assessments to identify areas for improvement.
- Provide training and guidance to IT staff on ITIL best practices and process adherence.
- Drive continual service improvement (CSI) initiatives based on data-driven insights.
- Prepare and present reports to senior management on process performance and improvement plans.
- Ensure alignment of ITIL processes with business goals and regulatory requirements.
- Handling escalations
Important Requirements:
- Good Understanding of Incident Problem Change and Service Request Management
- Lean & Agile Culture
- ITIL v3 or ITIL 4 Foundation certification (Intermediate or Expert level preferred).
- 3 days mandatory- Work from Office
- 8 years of experience in IT Service Management with a focus on ITIL process implementation and governance.
- Experience in managing ITIL process automation and tool integrations
Skills:
- Experience in process management or a related role with knowledge of service management principles processes and best practices.
- Good communication and interpersonal/ intercultural skills with the ability to build rapport and maintain positive relationships with teams and internal stakeholders.
- Strong abilities in lean management with a customer-centric approach to resolving service-related challenges.
- Abilities with service management frameworks such as ITIL
- Good knowledge of Michelin IS is a real plus
Employment Type
Full Time
Key Skills
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