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Medium — metro role with managerial title but requires niche ITSM, compliance, and audit expertise.
Low — ITSM, ITIL, COBIT and audit skills transfer well across industries.
High — requires specific ITSM, governance, audit experience and managerial track record.
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Lead governance, compliance, continuous improvement, reporting, problem management, back-office and logistics across Infrastructure and Cloud Service Operations.
Own and mature Service Governance & Improvement framework, including policies, standards, process controls, and continuous improvement activities.
Define, track, and report service governance and delivery KPIs/KRs to senior stakeholders and support Gartner IT Score improvement plan and ESM transformation.
Strong working knowledge of ITSM/ITIL governance practices and experience embedding continuous improvement frameworks.
Experience managing and coaching a team including direct line management of a manager.
Understanding of control frameworks like COBIT 2019 and exposure to ISO27001 or SOC2 audits.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in end-to-end service management including governance, problem management, and logistics oversight within Infrastructure and Cloud environments.
Able to operate effectively with ambiguity and incomplete information, acting as a thought leader in service management practices.
Skilled in stakeholder communication across technical teams and senior leadership, and proficient with tools like Jira Service Management and AI integration.