Found Description
Lead the design, development, and implementation of ITSM frameworks, processes, and governance models from scratch.
Establish and manage core ITIL processes including Incident, Problem, Change, Service Request, Knowledge, and Service Level Management.
Develop ITSM policies, procedures, workflows, and operational standards to ensure consistent service delivery.
Drive ITSM tool implementation, configuration, and optimization (e.g., ServiceNow, BMC Remedy, Jira Service Management, ManageEngine).
Define and monitor Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).