KDNI - Manager (SDM)
- 9+ years of experience Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, COBIT, ISO 20000, DevOps is a must
- Good knowledge of cloud technologies, primarily Microsoft Azure Technologies
- Experience managing service management processes, policies, procedures, and guidelines
- Strong leadership skills and the ability to work effectively with business managers and IT operations staff
- Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals
- Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the IT organization, project and application development teams, management, and business personnel
- Attention to detail and pride in well-presented and accurate work; Strong problem solving, analytical, and independent judgment skills to support an environment driven by customer service and teamwork
- Must be able to work autonomously and independently with minimal guidance
- Professionalism and commitment which includes investing time outside office hours when deemed required
- Ability to build productive relationships with peers and customers
- Confidence in dealing with staff, managers, and senior leadership across the firm
- High English language speaking, reading, and writing proficient•Owns IT service management (ITSM) processes and ensure the ongoing adherence and adoption through compliance reporting and education
- Manage the service provided by Supplier teams working with the Global Service Management Office to ensure management and governance of IT Service Management processes
- Provide ongoing input into continuously improving service management processes and implementation within ITSM tools
- Develop quality metrics (Power BI) for service management processes lifecycle management, analyze data and implement quality improvements
- Run or ensure management of major incident management investigations to facilitate the resolution of major incidents 24 x 7 x 365
- Act as an escalation point for all ITSM Process and Tool management activities
•Bachelor's degree in IT, Business, or related field.
- Minimal of 9+ years of experience in IT Service Management.
- Strong understanding of ITIL framework (ITIL certification preferred).
- Experience with ServiceNow or similar ITSM platforms.
- Excellent communication and stakeholder management skills.
- Analytical mindset with experience in metrics and reporting.
- Familiarity with Configuration and Release Management processes.
- High proficiency in English (spoken and written).