IT Service Management Lead (Global IT Transformation)

• Experience managing large user base
• Strong stakeholder management skills.
• Experience setting up an ITSM team from scratch

about the company
The primary purpose of this role is to champion the delivery and continual improvement of ITSM processes that underpin the organization's technology services. This individual is crucial in orchestrating the shift from an outsourced service delivery model to a new in-house structure).

The Service Management Lead will not only oversee the day-to-day execution of ITSM processes globally , but will also be instrumental in designing, setting up, and governing the new operational model, managing vendors, and ensuring all services are reliable, responsive, and aligned with established Service Level Agreements (SLAs). This role covers global operations across 21 countries, requiring extensive stakeholder management across all levels (including C-suite).

about the job

• Design, implement, and maintain ITSM processes in alignment with industry standards such as ITIL and ensure compliance with internal policies and external regulations.
• Handle escalations for complex incidents, problems, and changes. Drive resolution and manage corrective actions through detailed Root Cause Analysis (RCA).
• Maintain strong relationships with internal customers (including C-suite/CTO/CEO), vendors, and partners, effectively managing difficult conversations related to insourcing and framework changes.
• Facilitate knowledge sharing and training to uplift ITSM maturity within the organization, addressing existing inconsistencies in process maturity (e.g., ticket raising across systems/apps).
• Build insightful dashboards and reports using tools like Power BI or ITSM reporting tools to track KPIs, MTTR, and SLA adherence.

skills and experience required
7+ years experience in Service Management , with a solid understanding of industry best practices (Change, Vendor, Incident, Problem, Configuration Management). In-depth knowledge of ITSM frameworks, particularly ITIL, and demonstrated experience applying best practices in a real-world environment. ITIL certification is often required or preferred.

Experience working in a global environment is highly preferred.

whats on offer
The is a permanent role for an IT Service Delivery Manager (Global IT Transformation) will pay a salary range of $10,000 to $ 11,000 plus perks from the company. This is an opportunity to join a global market leader that has grown year on year.

To apply online please use the apply function, alternatively you can reach me at https://www.linkedin.com/in/Oliviatoh-032330132/. (EA: 94C3609 / R22109942)

Desired Skills and Experience

itsm, service delivery, sla, itil, itsm framework, incident management, change management, ticketing system, service now