This role focuses on driving operational excellence, improving service performance, and translating customer pain points into structural remediation and value-based outcomes
Job Summary
This role focuses on driving operational excellence, improving service performance, and translating customer pain points into structural remediation and value-based outcomes.
You will work closely with senior stakeholders, customers, and global ITSM practices to deliver integrated solutions, champion automation and digitalisation, and provide actionable insights that improve customer and employee experience.
Opportunity to shape and influence ITSM strategy and delivery across a global organisation, with exposure to cutting-edge automation and AI-enabled ITSM capabilities.
Matching Summary
This role focuses on driving operational excellence, improving service performance, and translating customer pain points into structural remediation and value-based outcomes.
Skills & Requirements
Must-have
cross-functional technical integrator
operational excellence
service performance improvement
structural remediation
automation and digitalization
ITIL frameworks
data analysis and insights
Nice-to-have
influencing without authority
customer-focused
continuous improvement
commercial acumen
AI-driven ITSM
Key Requirements
5+ years IT Service Management experience
ITIL Foundation certification
Experience with ITSM tools (ServiceNow, BMC Helix)
Experience in structural remediation and problem trend analysis
Experience in project delivery and cross-functional coordination