Job Description
Job Description:
As a Senior Coordinator in IT Service Management, you will be responsible for overseeing the planning, implementation, and continuous improvement of IT service processes, ensuring that IT services are delivered efficiently and in line with business needs. You will act as a liaison between IT teams, stakeholders, and end users to ensure service quality, incident resolution, and the achievement of SLAs (Service Level Agreements).
Key Responsibilities:
- Ensure the IT Help Desk delivers high-quality services, achieving high levels of customer satisfaction and quick resolution times for incidents and requests.
- Provide top-notch digital services to the senior stakeholders.
- Offer expertise on escalation issues referred by the IT Help Desk Team Leader.
- Develop talent and promote a culture of learning and growth through mentoring and on-the-job training.
- Create and manage IT Infrastructure Library (ITIL) processes, including Incident Management, Request Fulfillment, Problem Management, Configuration Management, Change Management, and Knowledge Management for the business.
- Produce and maintain process documentation, standard operating procedures, work instructions, and other relevant documentation.
- Collaborate with product owners, system administrators, system engineers, developers, end users, and vendors to ensure compliance with processes and maximize utility.
- Update and maintain the IT Service Management (ITSM) system, identifying opportunities for process improvements and enhancing self-service options.
- Oversee the completion of internal and external IT audits.
- Coordinate the completion of audit actions with the Chief Digital Officer and other relevant stakeholders.
- Chair the Change Advisory Board and other ITSM committees.
- Manage the escalation process for the Change Advisory Board.
- Handle urgent VIP and complex issues effectively.
- Facilitate post-implementation reviews of changes and releases.
- Escalate any unauthorized changes to the Chief Digital Officer immediately.
- Educate members and IT staff on Change Management and other ITIL processes.
- Report on Change Management activities.
- Stay updated with ITSM innovations and suggest and implement process and service improvements.
Qualifications:
- Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (preferred).
- Experience: At least 5-7 years of experience in IT Service Management or a related field, with a proven track record of managing IT service delivery, incident resolution, and process improvement.
- Certifications: ITIL® Foundation or advanced ITIL certifications (preferred); other service management or project management certifications (e.g., COBIT, PMP) a plus.
- Technical Skills: Strong knowledge of ITIL processes, service management tools (e.g., ServiceNow, Jira), and IT service delivery best practices.
- Analytical Skills: Ability to analyze complex IT issues, identify root causes, and implement effective solutions.
- Communication Skills: Excellent written and verbal communication skills, with the ability to engage with stakeholders at all levels of the organization.
- Leadership: Strong leadership and interpersonal skills with experience leading cross-functional teams and driving continuous improvement initiatives.
- Problem-Solving: Proficient in troubleshooting and resolving service delivery issues with a customer-centric approach.
If you are ready to take the next step in your IT career and join a forward-thinking organization, apply now and help us shape the future of IT service management!
How to Apply:
Please submit your up to date resume thought the apply now button for consideration or contact Samantha from Tradewind on 0290004093
