ROLE
– Define and implement ITSM processes for new service introduction, ensuring alignment with ITIL and organizational standards.
– Collaborate with project teams to integrate new services into the existing IT ecosystem.
– Develop documentation, workflows, and governance models for service transition.
– Act as the primary point of contact for technology IT vendor governance under SIAM principles.
– Monitor vendor performance against contractual obligations including service credits.
– Conduct regular governance meetings and maintain transparency across stakeholders.
– Maintain, manage, and report base and incremental operating costs for all new services.
– Track and report KPIs, SLAs, and operational metrics to senior management.
– Drive accountability during Major Incident Management, ensuring timely resolution and root cause analysis.
– Identify opportunities for AIOps and automation in service lifecycle.
– Maintain foundational knowledge of AI and emerging technologies to support innovation.
– Conduct audits and risk assessments for IT services and vendors.
– Maintain documentation for governance, cybersecurity, and regulatory requirements.

REQUIREMENTS
– Education: Bachelor’s degree in IT, Computer Science, or related field; MBA or ITIL certification preferred.
– Experience: 8–10 years in IT Service Management, vendor governance, and service introduction.
– Certifications: ITIL v4, SIAM Foundation; AI certification is a plus.
– Familiarity with AI/automation platforms and AIOps concepts.
– Excellent communication, stakeholder management, analytical thinking, and leadership.
– Exceptional PowerPoint Presentation skills.
– Experience of tools like Canva will be a big plus.

BENEFITS
– Embracing diversity and encouraging applicants from all walks of life.
– Full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.