ITSM Lead

Must Have Technical/Functional SkillsITIL Strong Knowledge and Hands-on experienceStrong understanding of ITSM principles and best practices, including ITIL framework.Experience with ITSM tools and platforms (e.g., ServiceNow).Excellent communication, interpersonal, and problem-solving skills.Ability to lead, mentor, and motivate teams.Strong analytical and data analysis skills.Bachelor's degree in computer science, information technology, or a related field.Relevant certifications (e.g., ITIL V4, ServiceNow certifications)Roles & ResponsibilitiesDeveloping and improving ITSM processes like incident and change managementMonitoring service delivery to meet agreed-upon service levels and address issues promptlyEstablishing metrics to assess service performance and drive improvement initiativesPromoting collaboration among IT teams and ensures clear communication with stakeholdersAnalyzing processes for efficiency and implements changes to adapt to business needs