Information Technology Service Management

Description:

• Manage, report, and communicate on the performance of key processes
• ⁠Own and manage the process the evolution of the ITSM processes from A to Z
• Coordinate and facilitate the embedding of processes
• ⁠Set and enforce policies/procedures for computer systems operation and data processing
• ⁠Direct the operations of IT service representatives to ensure effective performance of job duties
• ⁠Carry out analysis of an organization’s IT structure to identify operational leaks and effect strategies for improved processes
• ⁠Communicate with clients to identify their requirements and facilitate the process for meeting their needs
• ⁠Conduct forecasts in order to identify possible future IT challenges and take necessary steps in minimizing risks
• ⁠Maintain an up-to-date knowledge of hardware, software and general IT systems
• ⁠Supervise the activities of customer service team to ensure compliance with set customer service standards and procedures
• ⁠Maintain accurate inventory of hardware, software, and other relevant technological tools
• ⁠Provide recommendations to management on appropriate action plans for improved services
• ⁠Conduct ad-hoc analyses and reporting when requested
• ⁠Oversees the compilation and analysis of operational and transactional data and creates high level reports of operational results, including trend analysis
• ⁠Provides reporting and analysis to IT leadership and prepares executive summaries
• ⁠Presents results, analysis and potential solutions to senior leadership at review meetings
• ⁠Excellent track record of establishing, maintaining and improving technology infrastructures through the use of Metrics and Key Performance Indicators
• ⁠ITILv3/V4 knowledge

Qualifications:

• Minimum of 5 years of experience in Information Technology Service Management.
• Excellent English and Arabic skills (spoken and written)
• Broad understanding of IT technologies and business considerations
• ⁠Good working knowledge of an ITSM tool (symphony is a plus)