ICT Service Management (ITSM)

The successful applicant will join the IT Service Management (ITSM) team to oversee Incidents, Problems, Changes & Service Requests utilizing the ServiceNow platform.

Work Location : MAS (Under Contract)

Job Description

Incident Management:
• Provide end-to-end management of all major IT incidents across MAS Technology Group on a 24x7 basis, ensuring resolution within established SLAs.
• Provide command and control throughout incident resolution processes, managing escalation protocols and maintaining clear communication channels with stakeholders including senior leadership.
• Perform quality reviews of incident tickets, analyse trends to identify potential major incidents, and spearhead improvement workstreams
• Carry out problem management activities including facilitating blameless post mortems, identifying root causes, and tracking remediation actions through to closure Change Management and service Request management:
• Chair Change Advisory Board meetings, facilitate change approvals, and drive process improvements for unsuccessful changes
• Manage service request management processes, including the development of service catalogue items and automated workflows within ServiceNow

Strategic ITSM Operations:
• Develop and implement ITSM strategies, policies, and processes aligned with organisational goals and industry best practices
• Operationalise ITSM processes through comprehensive training programmes and knowledge transfer sessions.
• Apply Site Reliability Engineering (SRE) best practices to ITSM process executions and drive workstreams for improvement
• Partner with ServiceNow Tools team on the enhancement requirements to support strategic needs of ITSM processes