Assistant Director (IT Service Management)

Description

• Conduct regular assessments of service management practices and performance, identifying areas for improvement and implementing corrective actions.
• Oversee the service management team and service desk operations to ensure efficient and effective service delivery. This includes managing day-to-day operations, fostering a culture of excellence, continuous improvement, and customer-centric service delivery.
• Collaborate with cross-functional teams to document service level agreements (SLAs), key performance indicators (KPIs), and operational metrics.
• Collaborate with stakeholders to define and prioritize service management projects and initiatives.
• You will contribute to the success of upholding our world-class network reliability and drive sustainability
• Drive effective utilization of the ServiceNow platform, including configuration, customization, and enhancements to meet business requirements.
• Act as liaison between the service management team, IT teams, and business stakeholders, ensuring effective communication and relationship management.
• Responsible for leading IT Service Management (ITSM) initiatives and improvements. This includes developing and implementing service management strategies, policies, and procedures that align with industry best practices, as well as driving the practical adoption of service management methodologies.
• Review and enhance configuration management practices to ensure accurate and up-to-date information in the Configuration Management Database (CMDB), improving service dependency and impact mapping.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Relevant certifications in IT service management (e.g., ITIL Foundation, ServiceNow Certified System Administrator) are preferred.
• Proven experience in leading service improvement initiatives and driving process optimization, with measurable results.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
• Experience working in energy sector or a similar field is a plus.
• Strong understanding of IT service management frameworks, such as ITIL, and industry best practices.
• Proficient in configuring and customizing ServiceNow, including workflows, forms, and integrations.
• Excellent problem-solving skills and ability to analyze complex service management issues.

Benefits

• Immerse in a positive work environment that promotes/fosters teamwork and collaboration
• We provide access to an extensive range of training opportunities and encourage staff to take charge of their personal development

Training + Development

Interview process

Visa Sponsorship

Security clearance