[Hiring] ITSM Lead @Zealogics.com

Role Description

• In-depth experience with IT Service Management practices in an enterprise environment.
• Excellent communication skills in English, verbally and written, to all levels of the organization.
• Confidence in dealing with staff, managers, and senior leadership across the firm.
• Knowledge of cloud technologies, primarily Microsoft Azure and Google Cloud Technologies.
• Ability to set clear and simply understandable, but ambitious goals that translate the business strategy into action.
• Encouraging and motivating team members to achieve targets.
• Demonstrated commitment to continuous improvement, putting required measurements and management architectures in place to achieve improvement goals.
• Ability to build constructive working relations across different teams, functions, cultures, and genders.
• Demonstrate KPMG behavior and values.
• Ability to interact professionally under pressure with a wide range of customers, from end-users and IT staff to management and external service providers.
• Professionalism and commitment, including investing time outside office hours when deemed required.
• Team player who values honesty and transparency, credits others, and is willing to share success.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related discipline, or equivalent professional experience.
• Knowledge in industry standards related to ITIL, Lean Six Sigma, ISO 20000, DevOps is a must.
• ITIL Certification is a must; ITIL Managing Professional, Practice Manager, or Master certification is a plus.
• Previous team management experience in a global environment is considered a plus.
• Agile/Scrum certification is a plus.
• Familiarity with ITSM platforms (e.g., ServiceNow).
• Affinity with IT Service Management frameworks, change, and organizational sensitivity.

Requirements

• 12+ years of hands-on and leadership experience in a multi-cultural and multi-vendor environment.
• Experience working in a multi-discipline team across multiple country locations.
• Sound knowledge in building effective working relationships with Business and IT Leaders at the Global, Regional, and National Level.
• Experience with Site Reliability Engineering concepts with a focus on removing toil where possible.
• Strong business stakeholder management.
• Experienced in managing third parties.
• Experienced in working in a matrix management structured organization.
• Excellent organizational and planning ability.
• Excellent cross-functional team management skills.
• Experience managing resources in a fast-moving environment and on projects with evolving requirements and accelerated timelines.
• Strong data, metrics, and analysis skills.
• Open to adopting artificial intelligence and keen to identify and implement automation opportunities that improve ITSM process efficiency, governance, decision-making, and service outcomes.