• Oversee the delivery and improvement of IT service management processes and tools, ensuring alignment with best practices and customer expectations.
• Lead the automation of ITSM workflows and tasks, leveraging emerging technologies and platforms to enhance efficiency and effectiveness.
• Report to the manager of ITSM operations and automations and supervise a team of ITSM analysts and specialists.

• Manage the day-to-day operations of ITSM processes and tools, including incident management, problem management, change management, configuration management, service level management, and service catalog management.
• Ensure that ITSM processes and tools are aligned with ITIL standards, IT governance frameworks, and business requirements.
• Monitor and report on the performance and availability of ITSM processes and tools, using key performance indicators (KPIs) and metrics.
• Identify and implement opportunities for continuous improvement and automation of ITSM processes and tools, using agile and lean methodologies.
• Lead the design, development, testing, and deployment of ITSM automation solutions, using various technologies and platforms, such as scripting, orchestration, chatbots, RPA, AI, and cloud.
• Collaborate with IT and business stakeholders to understand their needs and expectations, and provide guidance and support on ITSM best practices and automation solutions.
• Manage the ITSM operations and automations team, including hiring, training, coaching, performance management, and career development.
• Manage the ITSM operations and automations budget, ensuring cost-effectiveness and alignment with IT and business objectives.

• 5 years’ experience in ITSM operations and automations, preferably in a leadership role
• Minimum 4 years’ experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms.

• ITIL V3/V4 Certification.
• Certified as Service Now – System Administrator (CSA)
• Automation tools certification (e.g., Ansible, Terraform, Ui Path, etc)
• Bachelor's degree in computer science, information systems, engineering, or related field

• Demonstrating experience working with Service Now platform.
• Experience working in cloud environments like Azure and AWS and the integration with Service NOW platform.
• Demonstrating experience working with automation tool.
• Ability to analyze, troubleshoot and resolve complex software applications or integration related problems.
• Strong communication, collaboration and customer service skills.
• Applies standard methodology, techniques, procedures and criteria.
• Up-to-date knowledge of marketplace and technology changes pertinent to Service Now, monitoring tools, and ITIL processes, e.g. Gen AI integration with MS Open AI or NOW Assist in ITSM Pro.