IT Service Management Lead

SUMMARY:
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POSITION INFO:

Overview

Our client is a UK based company with more than 25 years of experience in delivering IT services and infrastructure solutions to a wide range of customers across varied markets and locations. As a company, they also have a business software division specializing in the Microsoft Dynamics suite and a Business Advisory Consultancy. They are looking to establish a support team based at their offices in Cape Town (Southern Suburbs).

Purpose of Role:

The role is responsible for developing and maintaining ITIL-aligned policies and processes for IT Operations, ensuring these frameworks are adopted and adhered to across the organization. This position also supports the standardization, deployment, and governance of the service catalogue, particularly during new customer transitions, ensuring a seamless and efficient implementation process aligned with organizational objectives and customer requirements. Additionally, this role serves as an escalation point for service catalogue development, ITIL process adherence, and governance-related matters, while managing direct reports and fostering a high-performing team.

Responsibilities:

ITIL Policy and Process Development:

· Develop ITIL-aligned policies and processes for IT Operations.

· Implement testing protocols to measure process absorption and adherence.

· Monitor compliance through governance reporting and lead related meetings.

· Act as an escalation point for addressing challenges or disputes regarding ITIL policy adherence and implementation.

Service Catalogue Development and Deployment:

· Ensure standardized service catalogues are deployed for all customers during service transition.

· Facilitate the creation and readiness of associated Request Work Instructions (RWI) for service go-live, ensuring accurate linkage to catalogue items in ServiceNow.

· Manage the capture and definition of requirements for custom catalogue items where standard variables and RWIs cannot meet needs.

· Oversee the development and UAT of custom catalogue items, ensuring alignment with customer expectations.

· Maintain oversight of the ServiceNow Catalog Builder resource and collaborate with the ServiceNow development team as needed.

· Act as the primary escalation point for resolving complex issues in catalogue item deployment and customer-specific adaptations.

Knowledge Article Management:

· Ensure all RWIs are created by Operations and accurately associated with corresponding catalogue items in ServiceNow.

· Regularly audit RWI associations to ensure ongoing accuracy and relevance.

· Serve as the escalation contact for issues regarding the accuracy or quality of RWIs.

Line Management:

· Manage one direct report (currently the ServiceNow Catalog Builder resource) with potential to oversee all ITIL process owners as the team consolidates.

· Provide mentorship, guidance, and performance management to direct reports.

· Foster a collaborative and high-performing team environment, ensuring alignment with organizational goals.

· Act as a champion for process ownership, supporting process owners in delivering consistent and high-quality outcomes.

Governance and Reporting:

· Develop and maintain datasets and reports to track the deployment progress of catalogue items.

· Provide regular updates on process adherence, governance metrics, and the readiness of RWIs.

· Address escalated governance concerns and ensure timely resolution.

Project Management and Stakeholder Liaison:

· Keep all service catalogue initiatives on track, managing risks, timelines, and deliverables.

· Act as a key point of contact for internal and external stakeholders, ensuring alignment with project goals and customer needs.

· Respond to escalations from stakeholders and resolve issues efficiently.

Job Requirements/Technical Experience:

· Strong knowledge of ITIL principles, particularly within IT Operations.

· Proven experience in policy and process development, implementation, and adherence measurement.

· Familiarity with ITSM tools, particularly ServiceNow, including Catalog Builder functionality.

· Project management experience with a track record of delivering initiatives on time and to a high standard.

· Previous experience managing direct reports, including performance management and mentoring.

· Excellent communication and stakeholder management skills.

· Strong analytical and organizational skills.

· Attention to detail and a focus on quality.

· Proactive and self-motivated, with a collaborative approach to work.

· Able to engage effectively with stakeholders at all levels.

· Capable of calmly handling escalations and driving resolution.

· Leadership qualities with a focus on team development and collaboration.