Service Management Operations Team Lead

As Service Management Operations Team Lead you are expected to oversee and administer ITSM processes within Corporate IT such as Configuration Management, Problem Management and Request Fulfilment whilst acting as a central point of contact for Compliance and Regulatory Requirements. You are expected to approach these processes with an agile mindset, and support management in the continual improvement journey vis-a-vis overall process governance, produce and analyse Incidents’ Metrics, Root Cause Analysis and Service Level Management statistics.

• →Your main goal is to oversee and administer ITSM processes within Corporate IT. To this end, you will be expected to:
• →Administering a Service Management System and service catalogues while assisting internal teams within the Corporate IT domain to deliver the Service Level Agreements (SLA), metrics and industry benchmarks for all services.
• →Demonstrable knowledge and experience in ITSM processes.
• →Coordinating and liaising with other internal teams to ensure quality-oriented delivery of services and products, whilst identifying solutions that satisfy the organisation’s business requirements.
• →Assess incidents and problems from a technical perspective to determine areas of improvements while leading an investigation through Problem Management.
• →Analyse the mentioned processes to determine areas of improvement both in terms of operations, and agility while delivering a quality product.
• →Monitoring day to day metrics to ensure that the service delivery is within set targets and to identify any trends that may have immediate or future effect on the service quality.
• →Act as a central point of contact for Compliance and Regulatory Requirements pertaining to Corporate IT related matters.
• →Coordinate governance activities on a global reach in relation to the various processes.
• →Preparing management reports related to Key Performance Indicators (KPIs) and other metrics in scope of supporting service quality.
• →Active involvement in establishing the vision for Corporate IT projects and services in consultation and collaboration with other stakeholders.
• →Foster a team culture of ownership, collaboration, and passion for delivering quality products.
• →Collaborate with the wider technical leadership in ensuring the team follows architectural direction and for general alignment on ways of working.
• →Facilitate discussion, decision making, knowledge sharing, planning and conflict resolution across teams.

A relevant academic degree or qualifications would be considered a plus, but are not mandatory.

Must possess the following:

• Experienced and passionate about coaching and mentoring people, preferably having done so in a similar role.
• Working knowledge and demonstrable experience in Information Technology Service Management (ITSM).
• Working experience with geographically distributed teams.
• Self-motivated with attention to detail and ability to effectively prioritize and execute tasks in a fast-paced environment.
• Automation, Security, Configuration and Version Management skills.
• Strong interpersonal, written, and oral communication skills accompanied with a customer service attitude and attention to detail.
• Experience of managing suppliers in outsourcing contracts.

Would be great to also possess:

• Working experience on infrastructure including traditional On-Prem and Cloud Services (especially AWS and Azure).
• Working experience with Office 365.
• Coding Experience and Scripting Skills (C#, Python, PowerShell, Node JS).

Prior experience in the gaming industry or with high volume/high availability systems.