Process Implementation and Improvement:

• Implement and maintain ITIL-based service management processes (Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, etc.).

• Identify opportunities for process improvement and automation.

• Develop and maintain process documentation, work instructions, and knowledge articles.

Incident and Problem Management:

• Ensure timely resolution of incidents, minimizing service disruptions.

• Lead problem investigations, identifying root causes, and implementing preventive measures.

• Track and analyze incident and problem trends to proactively address recurring issues.

Change Management:

• Oversee the change management process, ensuring changes are assessed, approved, and implemented with minimal risk.

• Coordinate change activities with relevant stakeholders.

• Monitor change implementation and assess the impact on services.

Service Request Fulfillment:

• Manage service requests efficiently, ensuring timely delivery of standard services.

• Coordinate with relevant teams to fulfill complex service requests

Knowledge Management:

• Establish and maintain a knowledge base for IT services and processes.

• Encourage knowledge sharing among IT teams and end-users.

• Ensure that knowledge articles are accurate, relevant, and accessible.

Service Level Management:

• Define, monitor, and report on service level agreements (SLAs).

• Ensure service performance meets or exceeds agreed-upon targets.

• Work with IT teams to address service level breaches.

• Generate and Maintain a Service Catalogue for all IT Services

Customer Satisfaction:

• Engage with end-users to understand their service needs and expectations.

• Regularly assess customer satisfaction and take action to address any concerns.

Reporting and Analytics:

• Generate regular reports on service performance, trends, and KPIs.

• Use data analysis to identify areas for improvement and make informed decisions.