ITSM, System Validation & Compliance Manager

ITSM, SV & Compliance Manager own and manage all IT Service Management (ITSM) processes. Responsible for overall implementation, on-going management and continual improvement of IT Service Management best practices within all areas of IT and OT. This includes the development of each ITSM process and reporting of KPI's, critical success factors and activity metrics. Person within this role will be responsible for preparations proper input for further IT system validation.

• Definition and implementation of the ITSM process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes for IT and OT departments.
• Development of both short (6-12 months) and long term (1-3 years) process roadmaps, support by documented goals and maturity levels to be achieved over that time period.
• Negotiation, getting buy-in for, designing, and maintaining Service Level Agreements (SLAs) with internal customers
• Searching, identifying, export and analysis of data associated with ITSM processes as required for Critical Success Factors, Key Performance Indicators and Activity Metrics.
• Assistance with the requirements gathering, designing, recommendation and implementation  ITSM tool
• Creation and maintainance a catalog of customer facing and IT technical services.
• Overseeing quality measurement reporting and related ITSM continual improvement projects
• Creating Editing, formatting and publishing of ITSM process documentation as required
• Creating and maintain a catalog of customer facing and IT technical services.
• Coordination of work with any third party vendors related to ITSM initiatives (operational support models creations, KPIs).
• Managament of the major incidents
• Ensuring ITSM outcome compliance against SV requirements

• 5 or more years of related and progressive experience combining IT delivery, operations, and service management.
• Must have demonstrated expertise in ITIL, ability to establish vision within area
• Demonstrated ability to facilitate cross-functional teams to develop, document and improve processes.
• Experience in implementing a structured approach and process to IT service delivery and support within a corporate environment.
• Experience developing and managing SLA's, key performance indicators (KPIs) and critical success factors for ITIL processes and various IT work environments.
• Experience working with ITSM software applications, analyzing and directing improvements for business results
• Technical and industry experience will be advantage
• Outstanding communication skills
• Good English
• Technical and industry experience will be advantage