Head of IT Service Management

Job Description:

• Oversee service delivery operations by ensuring that the IT services align with predefined service level agreements (SLAs) and key performance indicators (KPIs).
• Monitors the service metrics and analyses customer feedback to identify areas for improvement and implement corrective action.
• Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
• Act as a point of escalation for complex customer issues.
• Lead the change, incident and problem management efforts by minimizing disruptions to maintain service continuity and quality.
• Manages projects by creating timelines, adhering to budgets, and assigning staff members.
• Proactively identify opportunities for continuous service improvement, recommending and implementing process improvements to enhance service quality and efficiency.
• Build and maintain strong relationships with internal and external stakeholders, collaborating closely with business units to understand their needs and align IT services accordingly.
• Maintains a strong partnership with technology, software, and security vendor

Required Skills:

• Minimum bachelor’s degree in Computer Science, Engineering or Information Technology or relevant fields.
• Proven experience in IT Service Management.
• Strong Knowledge and Experience with ITIL Process and its implementation.
• Experience in data analysis and reporting.
• Experience in working with various IT domains such as Application Development, Infrastructure and Security.
• Experienced in using different project management methodologies such as Waterfall and Agile.
• Experience in handling PCI DSS Audit is a plus.
• Experience in payment gateway and or FinTech industry is a plus.
• Have a good analytic for troubleshooting and problem-solving skills.
• Enthusiastic and willing to learn in a dynamic environment.

Job Type: Full-time

Benefits:

• Additional leave
• Company events
• Health insurance
• Opportunities for promotion
• Promotion to permanent employee

Schedule:

• 8 hour shift
• On call

Supplemental pay types:

• 13th month salary