ITSM Team Leader

Responsibilities:

• Lead the design, implementation, and deployment of ITSM and ITOM solutions for our clients, ensuring alignment with their business objectives and requirements.
• Serve as the subject matter expert for ITSM and ITOM processes and best practices, providing guidance and recommendations to clients and project teams.
• Collaborate with clients and project stakeholders to gather requirements, analyze business processes, and identify opportunities for process optimization and automation.
• Configure and customize ITOM modules, including Service Mapping, Discovery, Event Management, and Operational Intelligence, to meet client-specific needs.
• Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for ITSM Modules like Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, etc.
• Preparing technical proposals.
• Develop technical specifications, workflows and integration requirements.
• Provide leadership and guidance to the technical team, fostering a collaborative and high-performance work environment.
• Conduct training sessions and knowledge transfer activities to enable client teams to effectively use and maintain the implemented solutions.