What You'll Do:
Responsible for leading IT Service Management (ITSM) initiatives and improvements. This includes developing and implementing service management strategies, policies, and procedures that align with industry best practices, as well as driving the practical adoption of service management methodologies. Oversee the service management team and service desk operations to ensure efficient and effective service delivery. This includes managing day-to-day operations, fostering a culture of excellence, continuous improvement, and customer-centric service delivery. Review and enhance configuration management practices to ensure accurate and up-to-date information in the Configuration Management Database (CMDB), improving service dependency and impact mapping. Collaborate with cross-functional teams to document service level agreements (SLAs), key performance indicators (KPIs), and operational metrics. Drive effective utilization of the ServiceNow platform, including configurati...