ITSM Manager

il y a 2 semaines

Bruxelles, Région de Bruxelles, Belgique Sansaone Temps plein

Job Description

This role will be responsible for four key ITSM processes: IT Change Management, Service Request Management, Incident Management, and Problem Management. The ITSM Manager will play a crucial role in ensuring the proper execution of these processes to guarantee the availability, speed, quality, reliability, and efficient management of IT services. This position will serve as a key coordinator between business and IT teams using these processes. Additionally, the ITSM Manager will propose continuous improvements and oversee their implementation.

Key Responsibilities
  1. Act as the owner of the four ITSM processes: IT Change Management, Service Request Management, Incident Management, and Problem Management.
  2. Maintain up-to-date, clear, and standardized documentation for each process.
  3. Develop and implement continuous improvement strategies to enhance ITSM process efficiency.
  4. Identify weaknesses and provide solutions to reduce processing times for changes, service requests, incidents, and problems.
  5. Lead the Change Advisory Board (CAB).
  6. Ensure proper tracking of IT Change lifecycle for timely closure.
  7. Continuously improve the IT service catalog based on business needs.
  8. Ensure proper tracking of the Request lifecycle for timely closure.
  9. Ensure compliance with SLAs.
  10. Coordinate with relevant teams to quickly resolve incidents and minimize service disruptions.
  11. Analyze recurring incidents with teams to identify preventive opportunities.
  12. Provide support to Incident Managers (IM) and Major Incident Managers (MIM) during crisis meetings.
  13. Ensure proper tracking of problem lifecycle for timely resolution.
  14. Maintain a robust knowledge base to prevent future incidents.
  15. Ensure high-quality problem records to facilitate data utilization through AI tools.
  16. Regularly generate reports and analyze key performance indicators (KPIs), propose improvements, and communicate findings to IT leadership for decision-making.
  17. Serve as the primary contact for second- and third-line support teams, external auditors, and regulatory authorities.
  18. Provide user support on ITSM processes.
  19. Ensure continuous training of users on ITSM processes.
Required Technical Skills
  1. Strong expertise in ITIL process management, with mandatory ITIL v3/v4 certification.
  2. Proven experience in defining, implementing, and overseeing the four ITSM processes.
  3. Proficiency in ServiceNow.
  4. Operational Tasks
  5. Governance and Continuous Improvement
  6. Problem Management
  7. Incident Management
  8. Cross-Process Responsibilities
  9. Support & Training
Languages
  1. French
  2. English

Hiring Team Member: Avula Srivalli, Recruitment Coordinator

Contact: LinkedIn | Mail

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