Sr. Engineer - IT Service Management

Job Description

• Define, design, transition and continually improve the IT Service Management lifecycle, including: processes, roles, metrics, Key Performance Indicators (KPIs), tools • Provide guidance to the development processes and procedures, ensuring integration across a best practice framework ITIL v3 (2011) lifecycle • Implement the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer focused support culture, and improving the accountability of delivering effective and efficient services • Ensure the capability of services being managed matures as per agreed KPIs or desired customer level • Support the design services to meet IT Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) • Oversee the documentation and communication of the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support • Maintain oversight and understanding of technical advances, trends and industry best practices in IT Service Management technologies, sourcing strategies, procedures, and changing consumer needs • Provide ITSM leadership experience and coaching processes • Develop, implement, and maintain ITSM processes and procedures; • Manage and administer ITSM tools and systems; • Analyze and improve service delivery workflows to enhance efficiency; • Collaborate with cross-functional teams to address IT service issues and escalations; • Lead ITSM projects and initiatives to enhance service quality and performance; • Conduct regular assessments and audits to ensure compliance with ITIL best practices; • Provide mentorship and guidance to junior ITSM team members; • Act as a subject matter expert on ITSM best practices and technologies.