ITSM Process Manager SAM / HAM

• Lead the planning, development, and deployment of allocated ITSM processes and practices with a focus on operational excellence and service quality.


• Cooperate with other ITSM Process Managers within Service Management Office to foster standardised approach towards Service Management practices within Service Management and Delivery.


• Support capacity planning to ensure the IT organisation will meet the ITSM practice demands and ITSM practice is lean and adequately tailored.


• Define key performance metrics and own the optimisation and enhancements of ITSM processes and practices to ensure performance, scalability, reliability, and compliance.


• Support IT Services' performance investigations to ensure their high availability, reliability, and quality assurance.


• Track latest trends in IT Service Management and technology to drive ongoing improvements and increase the value of ITSM processes and practices.


• En...

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