Technology & IT

Our Client

  • Company established by the representative associations of beverage producers and traders to manage the guarantee-return system


  • Plan, implement, and manage IT service delivery processes and workflows in accordance with ITIL best practices
  • Develop and implement service standards and procedures for IT service delivery
  • Set up and manage the IT service desk
  • Monitor and report on key performance indicators (KPIs) to ensure service quality and compliance with service level agreements (SLAs)
  • Continuously improve service delivery processes to enhance efficiency and effectiveness
  • Develop and maintain strong client relationships, serving as the primary point of contact for IT service-related matters
  • Understand client (both internal and external) needs and expectations and ensure that IT services align with those requirements
  • Address client concerns and proactively identify opportunities for service improvement
  • Oversee the incident and problem management processes to ensure timely resolution of issues and root cause analysis
  • Implement strategies to reduce the number and impact of incidents and problems
  • Coordinate with other IT teams (both internal and IT service providers) and stakeholders to resolve complex technical issues
  • Manage the change and release management processes to minimize service disruptions and ensure the successful implementation of changes
  • Analyze third-party as well as internal processes, and create strategies for service delivery optimization
  • Providing accurate and regular reports to the management on performance of the IT service delivery


  • Bachelor’s degree in information technology, Computer Science, or a related fiel
  • ITIL certification or equivalent IT service management certification is required
  • Proven experience in IT service management, with a minimum of 5 years in a leadership role
  • Strong knowledge of IT infrastructure, systems, and technologies
  • Excellent communication, interpersonal, and leadership skills
  • Problem-solving and critical-thinking abilities
  • Strong client relationship management skills
  • Experience with IT service management software and tools
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