Manager of IT Operations
2 days ago
1. Manage the requirements, tracking, maintenance, and continual improvement of ITSM tools, ensuring alignment with organizational objectives.
2. Lead decommissioning tasks of legacy ITSM applications, and work with technical teams to ensure smooth transition to modern solutions.
3. Oversee Service Desk standards, ensuring the highest level of customer experience and service delivery.
4. Develop and lead an ITIL Centre of Excellence, establishing and ensuring ITIL best practices and continuous service improvement.
5. Lead ITIL process adoption and improvement initiatives in alignment with the organization's ITSM transformation strategy.
6. Establish, implement, and communicate quality assurance frameworks, ITIL processes, and governance structures across all teams.
7. Drive the standardization and optimization of ITSM processes across Service Desk, Knowledge Management, and the IT Operations Centre (ITOC).
8. Work collaboratively with healthcare stakeholders, end users, and technical experts to ensure seamless IT service management and manage escalations, confidential IT requests, audits, and reviews.
9. Enhance ServiceNow capabilities, leveraging its full potential for automation, reporting, and service improvement.
10. Establish and monitor service quality metrics, SLAs, and KPIs to ensure performance targets are met.
11. Advocate and work collaboratively on ITSM process improvements by partnering with IT leadership and business stakeholders.
Requirements and Qualifications:
This role requires a strategic mindset, relatable educational and/or experienced background in IT Services, and knowledge of service level agreements, queue management, and continuous improvement. The ideal candidate will be able to paint the strategic picture for those around them while understanding the operational nuances that drive the business. Curiosity, innovation, and the ability to learn new subjects and apply them into practice are essential.
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