Job Description

• Directly or indirectly participate in the preparation and improvement of all IT Service Management policies, procedures, and guidelines

• Ensure operational documentation meets completeness and quality thresholds

• Create, analyze, and improve team KPIs

• Report team progress and challenges to senior management

• Perform periodic reviews of the process and identify improvement opportunities

• Monitor and report process performance

• Define and ensure the Service Transition Stage and its policies, procedures, and guidelines are in place and conduct awareness

• Ensure all policies, procedures, and ITIL standards are followed

• Manage the Service Transition lifecycle from the initial Project kick-off through to acceptance into production

• Ensure that changes to services and service management processes are carried out in a coordinated way

• Effective and on-time escalation to Senior Management and other stakeholders

• Ensure there is an integrated approach to Change Management, Knowledge Management, Service Validation and Testing, and Service Asset and Configuration Management

• Work closely with the Project Managers and resolve any issues/conflicts that are hindering the transition

• Efficiently and effectively manage transition risks and issue

• Accountable for the reliability of the Configuration Management System.

• Stay up to date with new and emerging technologies to support transformation and growth.