Head of IT Operation/Service Management

Define and own the ITSM operating model aligned to ITIL 4 / COBIT

• Establish, manage, standardize, and continuously improve ITSM processes
• Ensure consistent process adoption across all IT teams and vendors
• Own end‑to‑end service performance across infrastructure, applications, and end‑user services
• Define, track, and report SLAs, OLAs, KPIs, and experience metrics (XLAs)
• Lead the service reviews with business stakeholders
• Ensure effective root cause analysis (RCA) and problem resolution
• Own ITSM tools and implement service catalogues
• Drive process automation, self‑service, and knowledge management
• Lead and develop ITSM, Service Delivery, and Process teams
• Champion service excellence across IT and business units

Knowledge / Qualification / Skills

• Bachelor’s degree in IT , Computer Science , Engineering , or related field
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