Found Description
Responsibilities
- ITIL Practice Management: manage and continuously improve assigned ITIL practices, including Incident, Request, Change, Problem, Knowledge, and Service Level, as directed by the Director of IT Service.
- Process Management & Improvement: maintain process documentation, workflows, standards, and procedures for the assigned practices; monitor process effectiveness; identify opportunities for improvement; drive consistent adoption of agreed processes across Group IT; facilitate process reviews with stakeholders; support implementation of process improvements and service‑management initiatives.
- Service Performance & Reporting: define, maintain, and report on performance metrics for the assigned practices; analyze service‑performance trends and identify opportunities for improvement; monitor compliance with service targets and process requirements; provide recommendations based on data and operational insights.
- Stakeholder Engage...