Job Description

Job Description

Job Overview

Responsible for designing, implementing and running Service Management processes to ensure they align with Enterprise IT and Arm objectives and ITIL best practices. This role will focus on continuous improvement of processes to enhance quality, efficiency and effectiveness of IT services delivered to the organization.

Responsibilities:

  • Develop and implement ITSM processes, acting as process manager for multiple ITSM processes including but not limited to knowledge, incident, problem and request.
  • Ensure ITSM processes are documented, communicated, published and understood across IT organization
  • Monitor and measure the performance of ITSM processes aligned with service level agreements and performance indicators defined.
  • Lead process review meetings and workshops to gather feedback and drive continuous improvement.
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