Lead the planning, execution, and delivery of IT Service Management (ITSM) programmes and initiatives
Implement, govern, and continuously improve ITSM processes based on ITIL best practices
Manage programme budgets, timelines, risks, and resources to ensure successful delivery
Oversee Incident, Problem, Change, Request, and Configuration Management processes
Engage with business stakeholders to align IT services with organizational objectives and customer needs
Monitor and report on service performance, KPIs, SLAs, and programme progress to senior management
Lead cross-functional teams, providing direction, coaching, and performance management
Drive continual service improvement initiatives to enhance service quality, efficiency, and customer satisfaction
Ensure compliance with governance, security, regulatory, and audit requirements across IT service delivery
Manage relationships with third-party vendors and service providers to ensure contractual obligations and service levels are achieved.
Minimum 10+ years in IT Service Management, with at least 5 years leading enterprise-scale ITSM implementation
Degree in IT, Computer Science, Engineering or related field
Proven experience in public sector or large, complex organization
