Technical Lead – IT Service Management (ID: 4110)

Technical Lead – IT Service Management (ID: 4110)

As a Technical Lead – IT Service Management (ITSM), you will

• Lead the implementation of IT Service Management (ITSM) service delivery models.
• Develop, implement, and manage governance frameworks to ensure effective service delivery.
• Prepare and maintain RACI (Responsible, Accountable, Consulted, and Informed) matrices to define roles and responsibilities.
• Oversee migration and integration activities, ensuring smooth implementation and minimal disruption to services.
• Collaborate with stakeholders to align ITSM initiatives with business objectives and service delivery requirements.
• Monitor project progress, track milestones, manage risks, and report on project outcomes.
• Ensure ITSM processes and practices align with established service management frameworks and organizational standards.
• Support change management activities to facilitate successful implementation and adoption of ITSM solutions.
• Leverage service delivery data and analytics to monitor performance and identify opportunities for improvement.
• Apply agile methodologies where appropriate to support effective project execution and continuous improvement.

What You Bring to the Table

• 8+ years of experience in IT Service Management (ITSM) processes, frameworks, and service delivery models.
• Proven experience in project management and implementation of ITSM initiatives.
• Hands-on experience managing migration and integration activities.
• Experience developing and implementing governance frameworks and RACI matrices.
• Understanding of stakeholder management, service delivery governance, and change management processes.
• Experience with cloud-based ITSM solutions is beneficial.
• Knowledge of ITIL or similar service management frameworks; relevant certification is preferred.
• Familiarity with agile methodologies and data analytics in service delivery is an advantage.
• Understanding of healthcare security and governance requirements is desirable.

You should possess the ability to

• Lead implementation activities and coordinate multiple workstreams effectively.
• Communicate clearly and collaborate with stakeholders at different organizational levels.
• Translate business requirements into effective ITSM service delivery solutions.
• Establish clear governance structures, accountability, and decision-making processes.
• Manage project timelines, priorities, risks, and dependencies.
• Oversee migration and integration tasks while ensuring service continuity.
• Analyze project progress and service delivery performance to recommend improvements.
• Adapt to changing business requirements and drive continuous service improvement.
• Demonstrate strong customer focus, problem-solving, leadership, and organizational skills.

What we bring to the table

• An opportunity to lead ITSM implementation and service delivery initiatives.
• A collaborative environment focused on stakeholder engagement and service excellence.
• The opportunity to contribute to governance, migration, integration, and process improvement initiatives.
• A role that supports professional growth in IT Service Management, project management, and service delivery governance.