Our Client
- Company established by the representative associations of beverage producers and traders to manage the guarantee-return system
Responsibilities
- 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
Requirements
- 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
